Customer Success(POS/F&B/Retail)

Job Responsibilities Manage client accounts and maintain strong relationships with existing customers. Manage the full customer journey, including onboarding, POS implementation, deployment, go-live and post-launch support. Understand clients’ business needs and recommend suitable POS solutions and workflows. Conduct POS system demonstrations, user training and onboarding sessions for clients and their staff. Lead and manage the Support team, including designing support schedules and duty rosters to ensure sufficient coverage during customer operating hours. Establish and monitor response and resolution time targets, follow up on customer issues and ensure timely resolution. Follow up on client requests, issues and feedback, ensuring timely resolution and a positive customer experience. Monitor customer usage and satisfaction, identify potential issues and proactively follow up with clients. Gather client feedback and recurring issues, and work with internal teams to turn them into product or process improvements. Prepare and maintain user guides, FAQs, training materials and short instructional videos to support customer onboarding and training. Manage customer communication and follow up throughout the implementation and support process. Job Requirements Minimum 1 year of experience in Customer Success, Client Management, Customer Support, Software Implementation, IT Support or related roles. Experience in B2B software, SaaS or POS systems is preferred. Strong communication, relationship-building and problem-solving skills. Responsible, proactive and has strong ownership in managing client needs and issues. Experience with clients in F&B, retail or chain-store businesses will be an added advantage. Comfortable conducting client meetings, system demonstrations and user training sessions.