Reports to: VP of Customer Success

Work Location: Remote, United States, preferably EST or CST time zones

Are you a technically-oriented, quantitative market researcher looking for a change in direction? You should consider putting your technical skills to work in software, specifically, analytic software for market research.

Crunch.io is a rapidly growing, market-defining company in the analytics SaaS marketplace. We’re a company on the rise. We’ve built a revolutionary platform that transforms our customers’ ability to drive insight from market research and survey data.

Within the BI landscape, Crunch focuses on survey data. Within the survey data analysis space, Crunch focuses on usability. We’ve built a survey data analysis platform that allows market researchers and marketers to collaborate in a secure, cloud-based environment, using a simple, intuitive drag-and-drop interface to prepare, analyze, visualize and deliver survey data and analysis. Our customers include some of the largest market research companies and largest brands in the world. We’re hiring you to expand that roster. We are passionate about our product and our mission.

The Crunch team all work remotely online - our “center of gravity” is in San Francisco, but our colleagues and customers are all over the world. Working remotely gives us the benefit of a work/life balance and flexibility.

The Customer Success Manager (CSM) is responsible for explaining and demonstrating Crunch.io to prospective customers, and then to continue to make sure it is deployed successfully in their organization. You are the technical side of the sales process for new prospects, but you are also working with existing customers to look for new opportunities in their workflows for Crunch.io.

You will be part of a small team that is rapidly growing. We are taking on many new developers (for programming), new support staff (to handle queries and professional services), and now we are looking for more Customer Success engineers as well. The CSM is part of the Sales & Marketing team, but you work closely with Product teams and individual developers.

This role offers stimulation and creativity for the technically minded. Crunch.io is a rapidly evolving app, with new features being deployed all the time. As you interact directly with prospective and existing customers, using your strong market research domain knowledge, you will collate and feedback customers’ requests to the product team which drives the development of the app forward.

What you’ll do

• Representing the technical side of Crunch during the sales process and implementation process, answering customer questions and figuring out how Crunch can fit into their workflow.
• Giving demonstrations remotely via screen-share and in person at conferences.
• Training clients on how to use Crunch in the web app.
• Training clients on how to use Crunch programmatically through Crunch Automation, Crunch’s scripting language, or from or with other tools such as R or SPSS.
• Overseeing the uploading survey datasets into Crunch.
• Managing and tracking customer and transactional information in a CRM system.
• Coordinating resources throughout the sales cycle, including between support and the account executive
• Nurturing and expanding the company’s relationship with customer accounts of various sizes and industries.
• Keeping abreast of competition, competitive issues and products.
• Infrequently traveling to customer locations in support of sales efforts.
• Answering technical questions on an ad hoc basis from across the organization.

Who you are

• Excellent communication skills: the person your current team turns to when they need someone to explain a technical concept.
• Domain knowledge: survey data analytics or market research, quantitative research methods, SaaS, business intelligence tools generally, statistics.
• Background in statistical/analytic computing, using software such as SPSS, R, Q/Displayr.
• Experience performing analytics on survey data sets or other large datasets..
• Teacher. Comfortable explaining technical concepts to a wide range of users.
• Good listener: Able to truly listen to users questions and adjust on-the-fly and problem solve including being comfortable saying “I don’t know”.
• Enthusiastic and extroverted when needed.
• Experience in technical sales or technical support, particularly sales that are collaborative and collegial in nature.
• You are a Recruiter! Crunch hires company builders and, in this role, you will be asked to be on the constant lookout for the best talent to bring onboard to help us continue to build one of the best companies in the world!