Job Description

Global restaurant brands run their operation on the Crunchtime platform. Delivering a consistent guest experience across every location and managing food and labor costs are at the core of how Crunchtime’s software is used today in over 150,000 locations across 100+ countries by the world’s top restaurant and foodservice operators. Customers including Chipotle, Culver’s, Domino’s, Dunkin’, Five Guys and P.F. Chang’s rely on our top-ranked platform which now includes Zenput to manage inventory, staff scheduling, learning and development, food safety, operational tasks and audits.

About the role

Our customers have complex operations distributed across time zones and geographies, often trying to manage them all on paper and in spreadsheets. We have created a suite of back-of-house platforms, serving as the source of truth for work happening across the organization, which chain operators use to align everyone from headquarters to the field to the stores. Our end goal is to improve the way work gets done in the field to ensure that every location operates like your best location.

We are a group of cooperative, fun, and caring contributors who like to laugh and provide each other with the support, tools, and know-how to succeed with our customers and our team. While we each work with our own group of customers, we collaborate, strategize, and help wherever needed.

Crunchtime is growing rapidly in the Middle East, so we are looking for a dynamic candidate to serve as a full life cycle customer success manager. The ideal candidate will have a demonstrated ability to assist in and project manage customers through implementation and grow with them as their customer success manager, as well as manage a book of existing customers. This role will serve as the representative for all of Customer Experience in the region, working closely with our Sales team in pre-sales scoping and explaining the value of our Customer Experience team as a whole. We are looking for someone with a start-up mentality to help launch Crunchtime in a new region and build the foundation for our company’s, and your, success in the Middle East.

This CSM role will manage our customers across all platforms, and is expected to be available at hours suitable to customers in the Middle East.

What you’ll do as a Customer Success Manager

• Drive successful adoption and retention of all Crunchtime products within your portfolio of customers
• Assist our Implementation team and help project manage implementation projects to guide our customers’ outcomes.
• Become an expert on Crunchtime’s platforms so that you can provide credible guidance on how best to apply the tool to their specific operational processes and business challenges.
• Using a consultative approach, help customers optimize product value by teaching them how to leverage new or unused features.
• Manage the ongoing customer relationship to encourage growth, expansion, and loyalty.
• Identify new opportunities to expand Crunchtime to support additional work processes or departments within the customer’s business.
• Track and close renewal business.
• Advocate for customers internally by collaborating with our Product team to translate customer feedback into product requirements.
• “Prime the pump” for customer case studies, quotes, and testimonials by identifying advocates and sharing great stories with our Marketing team.

What we’re looking for

• An excellent ‘explainer.’
• You are organized and process-oriented, and enjoy uncovering opportunities to improve efficiency for yourself, your customers, and your team.
• You are creative and resourceful, and can adapt to rapidly changing priorities in a fast-paced environment. You are comfortable making a judgment call in an ambiguous or novel situation.
• You are focused, action-oriented, and always anticipating next steps: a natural project manager. You can create urgency without being annoying.
• You concentrate your efforts on the most important priorities, moving quickly through issues, and driving for completion. You know how to find the optimal balance between speed, accuracy, and quality in the work you deliver.
• You have a polished, professional, and articulate communication & presentation style, but you’re not a robot. Your personality shines through!
• You listen well, ask the right questions, and know when more information is needed.
• You are honest and empathetic. You see the world through the customer’s eyes.
• You enjoy teaching others, be it a customer or a colleague.
• Successful track record collaborating cross-functionally across internal teams (Sales, Support, Product, Engineering, Marketing, Finance) to solve customer problems
• Bachelor’s Degree
• 2-4 years of experience in Customer Success or Account Management supporting a B2B SaaS product, especially in the Middle East region
• Arabic and English fluency

Equal Employment Opportunity Statement

At Crunchtime, we are an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic.

We have an inclusive and diverse workplace where every team member is respected and valued. As a global software development company, we believe that our diverse employee population enriches our work environment.

Join us in our mission to provide the best software solutions to the food industry. We encourage you to apply regardless of your background or experience; even if you don’t meet all the qualifications, because we believe unique experiences and perspectives make us a stronger team.

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