CrunchTime! Information Systems (www.crunchtime.com) is experiencing record growth and is looking for high-energy professionals who can enhance our organization and contribute to the evolution of our suite of world-class enterprise management products. If you possess the skills and the desire to be part of a team dedicated to industry leadership, we’d like to hear from you. We are looking for a Customer Success Manager to join the growing Customer Success 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 ensuring they are successfully and consistently using the application to its fullest extent. This role reports directly to the Director of Client Services. 

*This position offers 100% remote flexibility.

Responsibilities:

• Establish and maintain strategic, business focused relationships with all assigned clients from the close of new sales throughout the customer lifecycle
• Enable and maintain dialog with and between client and CrunchTime executives
• Represent the Voice of the Customer across the CrunchTime organization and provide input for the core product, marketing, and sales process
• Collaborate closely with team members to support renewals, expansion and adoption opportunities (Upsells)
• Provide insights to customers to ensure they get the most out of the CrunchTime platform with the aim of helping to increase ROI for the customers and increase the value of each account to CrunchTime’s business
• Collaborate with the client and appropriate team members to ensure client retention, adoption, and growth
• Partner with the customer’s business owners to understand implementation drivers and gain ongoing insight into rollout schedules; serve as the expert on the customer’s business within CrunchTime in order to keep internal stakeholders up to date
• Consistently and proactively ensure 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
• Create and Deliver Business Reviews based on product usage and strategic goal setting
• Accurately forecast and manage continued roll-outs within the customer base (new franchises, new business, etc.)
• Maintain timely and accurate data pertaining to the customer’s setup, initiatives, interactions, and overall customer health

Requirements:

• Demonstrated ability to handle/organize complex projects, requests simultaneously
• Minimum of 10 years customer service experience, with at least 5 years in a CSM (or similar) role within a SaaS software company
• Demonstrated experience advising, influencing, and presenting to internal and external executive-level business owners
• Ability to take complex processes and break them down into manageable parts
• 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 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 or other complex, mission-critical business systems
• Experience working in the restaurant, cruise, or hospitality industries is preferred

Enjoy Excellent Benefits:  

CrunchTime team members enjoy a competitive salary and access to a progressive benefits program which includes the following:  

• Health and dental insurance and vision plan  
• Disability, life and AD&D insurance 
• 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  
• Wednesday lunch spread catered from Boston's top restaurants 
• Bagel Tuesday's provided from Bruegger's  
• Thirsty Thursday's featuring the best local craft brews and ales 
• Stocked coffee from Starbucks, Caribou, Dunkin' Donuts, plus Bevi sparkling water  
• Generous employee referral bonus 
• Standing desk option