Toast
We power successful restaurants.
Boston, MA

Enterprise Mid Market Associate Restaurant Success Manager

Sorry, this job was removed at 11:05 a.m. (EST) on Wednesday, May 1, 2019
Find out who's hiring in Greater Boston Area.
See all Customer Success jobs in Greater Boston Area
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

Toast Overview: 

Toast is a rapidly growing startup building the first all-in-one restaurant management software platform. Toast’s Android tablet based system helps restaurants operate more efficiently and connect with their customer base in new and innovative ways. We’re growing fast and have a customer base comprised of cafes, restaurants, bars and nightclubs across the country. We work hard and care about our customers’ success and we have a lot of fun doing it. As a startup, we move fast and have a lot of opportunity for career growth, so if you’re passionate about your work and want to be in a fun and growing industry, join us! You will be helping Toast to grow our business across the US and internationally.

The Associate Enterprise/Mid-Market Restaurant Success (ARSM) will operate as a key customer advocate for his/her assigned accounts, driving customer satisfaction across his/her territory. This position will be responsible for key performance indicators of their assigned ~30 Enterprise/Mid-Market level customers. KPIs include customer NPS, expansion revenue, retention, and referral revenue. The ARSM will own a defined geographic territory of highly valuable customers. Pivotal to this role is a strong ability to understand customer empathy and to drive a high level of customer satisfaction across their customer base. This is a key role within the business and the employee will proactively engage in the on-going management of their accounts including the topics related to customer satisfaction, feedback on the solution and driving value from our services.

Job Overview:

The ARSM is expected to help with the day-to-day maintenance of their accounts and facilitate quarterly business reviews with their customers. The RSA will drive business at the franchisee and store level, and help pass along feedback up the ladder to corporate stakeholders. They will become the customer’s voice within Toast, creating a positive customer experience that ultimately results in the customer’s renewal and referral. This role will work directly with Sales, Support, Services, Product and Finance teams, as well as Toast leadership across the company.


 

Job Summary:

● Consistently drive strong relationships with your customers with minimal oversight.

● Operate as a key customer advocate within Toast by establishing productive and useful relationships across various teams within Toast.

● Identify and upsell new opportunities into restaurant groups where applicable.

● Quarterback complex technical issues that results in swift resolution and customer advocacy.

● Coordinate with customer, business users and decision makers to ensure timely contract and

subscription renewals.

● Be a strong negotiator with excellent experience.

● Update and maintain Customer database (SF.com) as appropriate.


 

Job Responsibilities:

● 1-3 years account management experience required

● Experience providing technology or SaaS solutions to a client base a strong plus

● Mid-Market, Top SMB, or Enterprise customer management experience a plus

● Restaurant experience is a strong plus

● Strong leadership, teamwork, communication & cross-departmental collaboration skills

● Must be able to proactively drive customer value with minimal oversight.

● Proven track record of sustaining and growing complex relationships with multiple layers of management including closing the renewal, upsell/ cross-sell opportunities

● Highly motivated, passionate over achiever, team player, facilitator

● Entrepreneurial spirit/mindset, flexibility toward dynamic change

● Incredibly detailed oriented

● Ability to perform in a fast paced environment

● Good experience of MS Office, G-Suite and SF.com

● Familiarity with the forecasting process and exceeding a target goal and quota

● Direct, honest communication style that operates with the highest level of integrity

Travel: 5-15% travel to customer sites

See More
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

What are Toast Perks + Benefits

Toast Benefits Overview

Toast strives to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total reward package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet our employees’ changing needs.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
We have 14 employee resource groups, known as Toast Communities, dedicated to empowering employees.
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Paid volunteer time
Sabbatical
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Recreational clubs
Fitness stipend
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours
Online course subscriptions available
Customized development tracks

More Jobs at Toast

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about ToastFind similar jobs like this