CrunchTime! Information Systems (www.crunchtime.com), provider of the hospitality industry’s leading enterprise operations platform is seeking new team members across its organization to help it scale operations as it experiences record growth.   

Since its inception in 1995, when the company created the industry’s first web-based back-office system, our platform has been adopted by the world's most iconic brands in the Restaurant, Cruise, and Leisure and Entertainment industries; and is in operation at tens of thousands of locations around the world. We combine the financial depth and stability of an established company, with a “there are no limits to what we can accomplish together” culture of a startup.

CrunchTime is looking for a dynamic leader for its Customer Success and Deployment Management teams.  This candidate should possess an entrepreneurial mindset and a passion for client conversations and customer success. You will lead two highly productive teams: the Deployment Team who onboards new customers onto the CrunchTime platform and the Customer Success team who manages the ongoing customer relationship. Your role is to ensure you are the ultimate advocate for the customer throughout their lifecycle. You will be accountable for the following areas:

• Forecasting customer growth.
• Setting expectations during the sales cycle about how customers successfully adopt CrunchTime.
• Transitioning customers from the sales cycle to the deployment project, and then from the deployment project to the customer relationship.
• Execution strategies that improve customer adoption and utilization of Crunchtime products.
• Anticipating, preventing, and resolving customer adoption challenges.

What You'll Do

• Lead the Deployment and Customer Success Mangers as they support customers along their lifecycle with Crunchtime.
• Own the messaging and execution of scoping, implementing, training, and growing our customer base through services delivery.
• Own engagement success and client satisfaction for all clients
• Leverage subject matter expertise and business acumen in client-facing engagements; Conduct research as needed to build knowledge base as needed
• Create customer success through flawless execution, leading to the retention and growth of client relationships
• Coordinate cross-functional resources to ensure successful delivery, including product, production, and research
• Collaborate to respond to client inquiries and resolve issues (with support from internal data product experts as needed); Manage escalation of issues as needed
• Identify opportunities for cross-selling/integrations and drive the CS team to tap into those opportunities.
• Provide business guidance to the product team in support of new or enhanced features and functionality through market listening
• Serve as leader/mentor supporting the development of other team members
• Bring high-energy, adaptable, and entrepreneurial enthusiasm to the team

What You've Done

• Attained a Bachelor’s degree, MBA preferred.
• Minimum 10 years of experience leading consultative data engagements
• At least 5 years of engagement management/client success experience working with complex customer challenges
• Demonstrated ability to successfully engage all levels of client organizations on complex concepts
• Cultivated and managed teams; coaching and growing talent from entry- to more senior-levels
• Built and published methods of communicating customer health across your organization
• Preferred – Held a quota-based position related to customer growth.

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, including parking reimbursement 
• Friday 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 
• Monthly local community volunteer programs