Managed Services Manager

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 its 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 youll 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 Customers success is fundamental to Crunchtimes success and act accordingly.
• Develop execute and track the engagement workflow with Customers so their administrative and management requests are handled expertly and within SLAs
• 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 were 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 bachelors degree.

Nice to haves

• Managed services experience at a SaaS firm
• Experience as a delivery manager for a consulting team

What youll 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

Sales Compensation:

The anticipated annualized base salary for this full-time position will be $110000 plus a variable compensation

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.