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 it 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 in the Asia-Pacific, 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 and project manage customers through implementation, continue to grow with them as their customer success manager, and 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 Asia-Pacific.
This CSM role will manage our customers across all platforms, and is expected to be available at hours suitable to customers in the APAC region.
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.
- Become an expert on the value of Crunchtime 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 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.
- 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.
- 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 experience in Customer Success or Account Management supporting a B2B SaaS product
Nice to haves
- Experience managing restaurant operations.
- Experience with Salesforce, Catalyst, Google Apps
- Experience working with a distributed team
- Experience supporting restaurant or convenience store industry verticals
What you’ll get
- Superannuation: We are covering the minimum required by law (if it changes we will adhere to what is required)
- Annual leave: You are entitled to 4 weeks paid annual leave for each year of service in accordance with the FW Act. - Flexible PTO is possible, but anything after statutory will not accrue
- Learning and development stipend: $1500 USD annually.
- Gym Allowance: $25 USD monthly.
- Office space in Melbourne.
- Paid Holidays
- Parental leave for 10 weeks fully paid
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.
Top Skills
What We Do
Zenput is how top operators elevate team execution in every store. Restaurant, retail, and other multi-unit operators such as Chipotle, Domino's, and 7-Eleven use the platform to automate how operating procedures and key initiatives are rolled-out and enforced. Supporting 50,000 locations in over 40 countries, Zenput makes every field and store employee more productive and better equipped to do their jobs well. For more information, visit zenput.com.
