As one of the fastest growing Software-as-a-Service platforms in North America, Toast is a Google Ventures backed company that is revolutionizing the $800B restaurant industry. Founded in 2012 and launched in 2013, Toast was recently recognized as the 3rd fastest growing software company on the Deloitte Fast 500 and named to the Forbes Cloud 100. By embracing our customer community, Toast has developed a restaurant management platform that is allowing restaurateurs to delight guests, do what they love and thrive.

As a Customer Journey Manager, you are a passionate customer advocate who focuses on the bigger picture of the end-to-end customer journey. You will be focused on leading the development of strategic content, programs and communications that ensure Toast’s customers are receiving the full value of our platform. You have a history of driving successful customer programs focused on delivering great experiences and understand how to influence customers to grow their adoption of products. You will champion the Toast’s customer journey and work cross-functionally to develop ongoing strategies for creating customer value and improve the overall customer experience. This role works with all levels of the organization from senior leaders to front-line staff to develop strategy and drive execution.

What you will do:

• Create impactful programs at critical points in the customer journey, using content and campaigns to deliver a lasting impression with our customers and creating raving fans of Toast
• Use quantitative / qualitative customer feedback to develop “customer states” throughout the customer lifecycle and develop a taxonomy for the customer states.
• Develop content and programs to support each “customer state” including nurture emails, targeted in app-messaging, and direct support from Education & Restaurant Success teams.
• Conduct customer journey / experience analysis and map every customer touch-point across channels and products throughout the lifecycle.
• Consistently analyze customer journeys and make specific, detailed recommendations that drive value (e.g. increased NPS, operational savings and/or revenue enhancement) at the journey, product, and customer segment levels. .
• Drive all customer lifecycle communications with optimized, personalized and highly performing campaigns, triggered messaging and transactional communications.
• Partner with key cross-functional stakeholders (Customer Success, Product Management, Business Intelligence) to drive projects that positively impact how we engage with customers and drive adoption / expansion.

Do you have the right ingredients?

• Bachelor's Degree
• 3-5 years' in Marketing, with experience building customer facing programs or campaigns
• Strong communication skills (oral and written)
• Strong analytical ability required and ability to analyze complex data sets
• Demonstrated experience growing adoption or usage of a product
• Experience taking part in cross functional projects with a large scope of responsibility
• Deep understanding of strategic thinking and critical problem solving
• Dynamic and enthusiastic personality, combining flexibility and creativity
• Thrives in change