Customer Success Manager

| Greater Boston Area

CrunchTime! (www.crunchtime.com), the leading enterprise restaurant management platform, is experiencing record sales growth and is seeking new team members across the organization who share our passion for restaurants and technology. 

Back in 1995, when we created the first web-based restaurant back office system, the cloud certainly wasn’t the buzzword it is today. Since then, the world's best brands representing ten's of thousands of restaurants have chosen CrunchTime as their integrated back office solution and is now considered the industry gold-standard. 


We're looking for a Customer Success Manager to join the growing Client Services team. The successful candidate will exhibit a high level of self-motivation and independence while working in a team environment. This candidate will be expected to interact with all functional areas of the organization and clients through the pre and post-implementation phases. This role will be responsible for building and maintaining relationships with our clients and ensure they are successfully and consistently using the application to its fullest extent. 

Your Responsibilities:

  • Manage weekly status calls with clients, prepare written updates to be published to all parties.
  • Establish and maintain positive relationships with all assigned clients.
  • Be an advocate for the client needs within the CrunchTime organization. Ensure that the clients’ needs are always being taken into account.
  • Collaborate with the client and appropriate team members to ensure client retention and exceed expectations in the following areas: account profitability (implementation of locations is on time) and high customer satisfaction with our product and services. If there is an issue, the CSM is expected to preemptively escalate and also put into place a plan of action.
  • Ability to take complex processes and break them down into manageable parts
  • Create and Deliver Business Reviews based on product usage and support metrics
  • Ability to interface with all levels of an organization (from manager in training to the CEO of a hospitality organization) and maintain a professional demeanor.
 
Skills & Requirements:
  • Experience supporting or implementing complex software in an enterprise setting.
  • Demonstrated ability to handle/organize complex projects, requests simultaneously.
  • Ability to facilitate and lead interactive meetings.
  • Excellent oral, written and interpersonal communication skills.
  • Demonstrated ability to work well in a team environment.
  • Bachelor’s Degree and a minimum of 4 years related experience or an equivalent combination of education and experience. 
  • Advanced knowledge of MS Office applications, including Excel, Word, and Outlook.
  • Understanding of basic accounting principles
  • Certification in Project Management a plus.
  • General understanding of client/server application, web and relational databases
  • Experience working with ERP systems
  • Experience working in the restaurant, cruise, or hospitality industries a definite plus.
 

Enjoy Excellent Benefits:

CrunchTime! Employees enjoy a competitive salary, depending on experience, plus access to a progressive benefits program which includes the following:

  • Health and dental insurance
  • Vision plan.
  • Disability insurance.
  • Life and AD&D.
  • Flexible Spending Accounts for dependent and medical care.
  • Generous Paid Time Off Plan
  • 401K Plan with employer match.
  • Employee Assistance Program (EAP).
  • Educational assistance for approved courses.
  • Commuter benefits including parking reimbursement
  • Catered lunch every Friday from top Boston restaurants.
  • Bagels every Tuesday.
  • Thirsty Thursday's featuring fine local craft brews.
  • Generous employee referral bonus.
  • Community volunteer programs.
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Location

We're in the West End - near the Celtics, Bruins, and only a 2-min walk from North Station and the Haymarket T. Big things are happening around here!

An Insider's view of CrunchTime!

What are some social events your company does?

Did we say we like food? Every Friday we have a huge lunch spread from one of Boston's best lunch places - and it's always something different. Tuesdays are for hot bagels and muffins. "Thursty Thursdays" feature the finest local craft brews we can get our hands on. There's even a Bevi and all the Caribou, Dunkin' and Starbucks you can drink.

Paul

Sales and Marketing

What does your typical day look like?

As an implementation lead, when I am on the road, I spend my day onsite with the client at their corporate offices guiding them through the process of integrating CrunchTime into their business model. One of the most interesting aspects of my job is learning our client’s business needs and helping them configure our application to meet those needs.

Melissa

Deployment Manager

How has your career grown since starting at the company?

Coming from the restaurant industry, I'm especially proud to work for this company. As a Product Specialist, I'm always being challenged to learn and develop new ways to use the applications to fit how our Restaurant and Cruise customers need to run their business. Every day is different!"

Missy

Product Specialist

What are some things you learned at the company?

So, so much. One of my biggest takeaways would be the creative solutions to exciting, outside-the-box challenges. I've had the opportunity to work in three different positions at CrunchTime! in the past three years, and with dozens of teammates who each bring their own experiences, ideas, and passion to the table to help create these solutions.

Justin

Assoc. Business Analyst

What are CrunchTime! Perks + Benefits

Culture
Volunteer in local community
We donate our food and labor operations software to The Pine Street Inn and work with the NECHV, Mass General Blood Donation Center and Community Servings.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
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