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.
We are seeking a Customer Experience Systems Manager to oversee and optimize the tooling and systems used by the Customer Success and Customer Experience teams to drive efficiencies, revenue growth and customer retention. The Systems Manager will be an expert in Customer Success processes and the systems and integrations that support those processes. Stakeholders will include team members across Customer Success, Customer Experience, RevOps, Finance, Corporate Systems, and Marketing.
What you’ll do as a Customer Success Systems Manager:
As part of the Customer Success Operations team, the Systems Manager ensures the seamless integration and functional operation of the various Customer Experience tools and systems by:
- Assessing team needs and designing/implementing scalable integration solutions that will drive efficiencies
- Collaborating across stakeholder teams to drive mutually beneficial solutions
- Partnering with CS data specialist when new data architecture is needed for systems integration
- Maintaining system integrations across the Customer Experience tech stack
- Monitoring system performance and optimizing workflows
- Assessing integration results to recommend and make changes as needed
- Building and maintaining integrated project boards for cross-functional initiatives
- Troubleshooting technical issues related to tooling and integrations
- Routine evaluation of tooling for recommended changes
- Documenting integration processes and best practices
- Ensuring data security and compliance with industry standards
What we’re looking for:
- Knowledge of systems interfaces, APIs and other data integration techniques
- Understanding of basic Customer Success growth and retention strategies
- Highly organized and able to manage multiple complex projects simultaneously
- Adept problem solver
- Excellent listening and communication skills in order to gather requirements and explain results.
- Minimum of 5 years in a systems-related role.
- Bachelor's degree required.
- Experience with salesforce.com
- Project management exposure to tools such as Monday.com, Smartsheets, MS Projects
- Experience with integration tools such as Zapier
- Familiarity with tools such as Gainsight, Gong, and Zendesk
- Data analytics experience with Sigma, Snowflake, Tableau, or PowerBI
- Experience working in the restaurant, cruise, or hospitality industries
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
- Wellness benefits
- 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
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.
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What We Do
The world’s top restaurant brands use Crunchtime to achieve ops excellence, in every location. It’s how operators manage food and labor costs, food safety, brand standards, and the overall customer experience across every location. By enabling leaders and teams to confidently manage inventory, suppliers, staff scheduling, task and audit management, and employee learning and development, the Crunchtime Operations Management Platform is how our customers successfully grow their operations. Our software is used in over 750 brands across 150,000 locations in 100+ countries, including Chipotle, Jersey Mike’s, Domino’s, Dunkin’, Five Guys, and P.F. Chang's.
Why Work With Us
Our core values define who we are and what sets us apart; they guide how we communicate, act, and work together: - Connect: It's the people that make the journey special - Extend a hand: Be there for customers and one another - Make an impact: Spend your time where it'll matter most - Succeed together: We accomplish more as a team
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