Solution Manager (Onsite) (Bilingual in Mandarin)

Who we are:

Menusifu Inc. is a leading restaurant point-of-sale solution company based in New York that provides a comprehensive state-of-the-art restaurant management system for dine-in, take-out, delivery, and Cafes. As a SaaS provider, Menusifu covers all functional requirements from the upper-stream supply chains to restaurant internal management operations and even customers. Nowadays, Menusifu has more than 200 employees and 6 offices (headquarter located in Manhattan) all around the world. We, at Menusifu, are keen on providing you with an intelligent yet fine dining experience through our innovative ordering system. We’re born to build smart restaurants.

Our team is young and energetic, enterprising, and invincible. Menusifu has a broad development platform to let you fully show your talents. Our mission stems from our passion for food, and beyond. If you crave it, then make it better! If you are a foodie with the same attitude, growth goals, and entrepreneurial enthusiasm as Menusifu, please join now!

Stay hungry, Stay foolish!

Job Overview:

As a Solution Manager at MenuSifu, you will play a vital role in ensuring the smooth and efficient integration of new customers into our products and services. You will be responsible for delivering comprehensive onboarding programs, building strong customer relationships, and providing ongoing support to ensure a successful transition. After successfully onboarding customers, you will continue to serve as their primary point of contact and relationship manager. You will ensure a high level of user experience and engagement, fostering long-term customer retention and satisfaction. Your goal is to build strong, lasting relationships that keep customers happy and loyal to our products and services. This role requires a blend of excellent communication skills, project management abilities, and a passion for customer success.

1. Responsibilties:

Customer Onboarding:

• Work autonomously under the guidance of the Onboarding Manager to achieve monthly activation goals, prioritize tasks based on customer needs and Menusifu requirements, and deliver high-quality customer interactions.
• Create & lead an onboarding plan
• Conduct onsite onboarding sessions for new customers. Conducting remote site assessments to determine the networking needs. Collaborate with restaurant owners during the Go-Live phase, creating onboarding plans that ensure a high-quality implementation experience within the timeline.
• Empower restaurant owners and staff to use the POS system to establish best practices for managing daily operations. Provide ongoing support and guidance to ensure full integration and understanding of our offerings.
• Manage several onboarding engagements simultaneously in your region.

Project Management:

• Utilize your project management skills to design and implement the onboarding process, ensuring customers are always informed of their progress and next steps.
• Coordinate with various departments to ensure a seamless onboarding process.
• Manage onboarding schedules and timelines to meet project deadlines.
• Track and report on onboarding progress and outcomes.
• Gather feedback to continuously improve the products.

Relationship Management:

• Serve as the primary point of contact for new customers during/after the onboarding period.
• Build and maintain strong relationships with key stakeholders.
• Address and resolve any issues or concerns that arise during/after the onboarding process.

Continuous Improvement:

• Identify opportunities for enhancing customer experience.
• Collaborate with Customer Success, Product, Service, and Sales teams to implement improvements.
• Stay up-to-date with industry best practices and trends in customer onboarding.

2. Qualifications:

• Excellent communication, organizational, and influencing skills in both English and Chinese.
• Strong interpersonal skills and the ability to build relationships.
• Bachelor Degree
• 3+ years of experience in a role responsible for customer satisfaction and business operations, for instance a Restaurant GM
• 1+ years of experience using POS (Point of Sale) software in the service industry
• Proven experience in customer onboarding, training, or customer success roles
• Success operating independently and navigating competing priorities in a constantly changing environment
• Experience with Salesforce CRM
• Experience working in the tech industry or for a SAAS company
• Experience in Product Manager or Project Manager role is a plus
• Any network certificate (ie. CCNA/CCNP) is a plus.

Job Type: Full-time

Pay: $50,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Application Question(s):

• Will you now, or in the future, require sponsorship for employment visa status (e.g. H-1B visa status)?

Education:

• Bachelor's (Preferred)

Experience:

• Computer hardware: 2 years (Preferred)
• Windows: 2 years (Preferred)

Language:

• Mandarin (Required)
• English (Preferred)

License/Certification:

• Driver's License (Required)

Work Location: In person