Customer Success Manager

About the role

Our customers have complex operations distributed across time zones and geographies often trying to manage them 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.

Crunchtime is growing rapidly in the Middle East so we are looking for a dynamic candidate to serve as a full life cycle customer success manager. The ideal candidate will have a demonstrated ability to assist in and project manage customers through implementation and grow with them as their customer success manager as well as manage a book of existing customers. This role will serve as the representative for all of Customer Experience in the region working closely with our Sales team in pre-sales scoping and explaining the value of our Customer Experience team as a whole. We are looking for someone with a start-up mentality to help launch Crunchtime in a new region and build the foundation for our companys and your success in the Middle East.

This CSM role will manage our customers across all platforms and is expected to be available at hours suitable to customers in the Middle East.

What youll do as a Customer Success Manager

• Drive successful adoption and retention of all Crunchtime products within your portfolio of customers
• Assist our Implementation team and help project manage implementation projects to guide our customers outcomes.
• Become an expert on Crunchtimes platforms so that you can provide credible guidance on how best to apply the tool to their specific operational processes and business challenges.
• Using a consultative approach help customers optimize product value by teaching them how to leverage new or unused features.
• Manage the ongoing customer relationship to encourage growth expansion and loyalty.
• Identify new opportunities to expand Crunchtime to support additional work processes or departments within the customers business.
• Track and close renewal business.
• Advocate for customers internally by collaborating with our Product team to translate customer feedback into product requirements.
• Prime the pump for customer case studies quotes and testimonials by identifying advocates and sharing great stories with our Marketing team.

What were looking for

• An excellent explainer.
• You are organized and process-oriented and enjoy uncovering opportunities to improve efficiency for yourself your customers and your team.
• 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 focused action-oriented and always anticipating next steps: a natural project manager. You can create urgency without being annoying.
• You concentrate your efforts on the most important priorities moving quickly through issues and driving for completion. You know how to find the optimal balance between speed accuracy and quality in the work you deliver.
• You have a polished professional and articulate communication & presentation style but youre not a robot. Your personality shines through!
• You listen well ask the right questions and know when more information is needed.
• You are honest and empathetic. You see the world through the customers eyes.
• You enjoy teaching others be it a customer or a colleague.
• Successful track record collaborating cross-functionally across internal teams (Sales Support Product Engineering Marketing Finance) to solve customer problems
• Bachelors Degree
• 2-4 years of experience in Customer Success or Account Management supporting a B2B SaaS product especially in the Middle East region
• Arabic and English fluency