Managed Services Manager
About The Position
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 Crunchtime is launching a new, staff augmentation subscription service. This service will provide customers of the Crunchtime suite consistent, knowledgeable expertise that ensures the product configuration matches the customer business model. As a result, the customer will be confident in the business decisions they make based on Crunchtime data, and continue to renew their product subscription. As the inaugural leader of this team, you will define and deliver a fantastic customer experience, while building delivery processes designed for scalability. This role will require converting innovative delivery ideas into disciplined operational processes. At the same time, it’s critical that the service elevates the value conversation with the customer - not only are depletions correct on their latest LTO, but some locations are overportioning, resulting in lower profits. Quarterly business reviews in partnership with the CSM will establish this program as a valuable ally in restaurant operations.
Requirements
- A minimum of 5 years of experience in a consulting role.
- Client facing communication and presentation skills.
- Empathetic yet firm communicator, who can understand customer challenges, and help them work around obstacles.
- Experience leading a team and personnel management.
- Experience with a combination of project management, incident management, and time tracking software
- A customer-centric mindset with a strong commitment to customer satisfaction.
- A bachelor's degree.
Nice To Haves
- Managed services experience at a SaaS firm
- Experience as a delivery manager for a consulting team
Responsibilities
- Lead, coach, and develop a team of consultants, fostering a culture of excellence, discipline, and consistency.
- Establish a vision that the Customer’s success is fundamental to Crunchtime’s success, and act accordingly.
- Develop, execute, and track the engagement workflow with Customers, so their administrative and management requests are handled expertly, and within SLA’s
- Maintain key performance indicators (KPIs) and metrics to measure the effectiveness and efficiency of the team.
- Become both consumer and collaborator on the Crunchtime excellence score, and use it as the basis of service health.
- Prepare and deliver quarterly effectiveness review describing both application quality and quality of services.
- Become an in-shout feedback loop for Product Management to observe ease of use enhancements.
Benefits
- Great mission-driven team members from diverse backgrounds with a strong company culture
- Competitive pay
- Flexible PTO
- Paid company holidays
- Yearly team off-sites
- Medical, dental, and vision benefits (FSA, HSA & HRA options)
- Basic & Voluntary Life Insurance
- 401k employer match
- Commuter benefits
- Work in an open environment on solutions that are reshaping the way businesses operate
- Fun team events
- Ability to have a big impact
- 10 weeks of paid parental leave
- Fitness reimbursement
- Learning & development funds
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What This Job Offers
Job Type
Full-time
Career Level
Manager
