Customer Success Associate

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.

This Scaled CSM role will manage a large book of business across our Ops Mgmt Zenput and TalentLink platforms. You will manage a large portfolio of lower Annual Recurring Revenue (ARR) customers as their dedicated CSM using a tech-touch and one-to-many engagement model.

This is a critical role in ensuring that our downmarket customer segment receives proactive value-driven support shows strong product adoption and they renew with Crunchtime for years to come.

What youll do as a Customer Success Associate

• Forecast execute and close renewals for all products.

  • This includes operationalizing the tech touch process working closely with Finance and CS Ops to ensure the process is optimize at scale.

• Drive successful adoption and retention of all Crunchtime products with our scaled customers

• 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.

• Work closely with Support Product Sales and Marketing to ensure a seamless customer experience and alignment on scaled initiatives.

• Design and execute one-to-many customer engagement programs (e.g. email campaigns webinars guides) to drive product adoption feature utilization and retention.

• Monitor customer health scores and proactively intervene with at-risk accounts through scalable playbooks and one-on-one when needed.

• Advocate for customers internally by collaborating with our Product team to translate customer feedback into product requirements.

• Own the operational SOP and workflows working closely with head of the scaled team to constantly improve efficiency and customer experience.

What were looking for:

• Strong project management skills and comfort with customer segmentation automation tools and metrics.

• Willingness to dive deep into our tech stack (ex: Sigma Catalyst Salesforce) to drive initiatives across a large number of customers

• You are organized and process-oriented and enjoy uncovering opportunities to improve efficiency

• Empathy for the customer and a passion for delivering value efficiently at scale. You can build trust quickly with disparate people.

• Ability to handle difficult conversations with authority and strong negotiation skills.

• Comfortable recording or hosting repeatable lightweight trainings or update webinars.

• Ability to analyze cohorts and prioritize actions across thousands of accounts.

• Knows how to use dashboards and segmentation logic to tailor outreach by vertical use case or maturity.

• You are a self-starter looking for trends and opportunities for improvements and are not afraid to run with a project. (You are pro-active vs reactive)

• 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 genuinely a curious person and keep up with industry trends & news especially in this segment.

• Successful track record collaborating cross-functionally across internal teams (Sales Support Product Engineering Marketing Finance) to solve customer problems

Nice to haves

• Experience managing restaurant operations.

• Experience with Salesforce Catalyst Google Apps Sigma

• Experience working with a distributed team

• Experience supporting restaurant or convenience store industry verticals