Managed Services Manager
$95k - $110k USD
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.
What you’ll do as a Managed Services Manager
- 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.
What we’re looking for:
- 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
What you'll get
- 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
Compensation:
The annual base compensation range for this position is $95,000 - $110,000. The reasonably estimated total cash compensation (base + variable) range for this full-time position will be $106,875 - $123,750.
Actual compensation is based on factors unique to each candidate, including, but not limited to: job-related skills, qualifications, education, experience, and location. Crunchtime has a location-based compensation system, so someone doing the same job in a different city might have a different pay range.
Accessibility Accommodation Statement
Crunchtime complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact recruiting@crunchtime.com.
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.