Toast
We power successful restaurants.
Boston, MA

Manager, Restaurant Success

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Provide direct operational leadership and oversight to critical, high-growth regions of the account management / Restaurant Success function. This person will work with other Restaurant Success, Customer Success, Sales, and other company leaders to provide an exceptional customer experience with across the Toast product suite after the sales cycle is closed. This person’s team will be tasked with providing strategic and consultative account management expertise to a portfolio of customers, while driving revenue growth and operational efficiency initiatives to improve customer health and product adoption.

Our goal is to deliver best in class customer experiences while driving revenue, product adoption, and being as operationally efficient and effective as possible. The Manager of Restaurant Success Analysts will be responsible for driving success across the Toast product suite throughout his/her portfolio of accounts through exceptional people and operational leadership, and focus on customer empathy and success. Each of his/her individual contributor Restaurant Success Analysts will manage a book of business, and be responsible for identifying and closing on revenue growth opportunities for those customers (upsells), ensuring success across those product wins (adoption), leading strategic discussions with his/her customers to align business objectives with growth goals, and building trust and rapport across their portfolio to be the go-to and market leader within the restaurant technology sphere. The ideal candidate will be a proven exceptional people manager adept at navigating a complex cross-functional landscape, possess a keen ability to empathize with and garner quick trust from customers, be a strong internal and external advocate for those customers, and have a proven track record of leading customer-facing teams through rapid change and transition. In addition, developing, socializing, and gaining alignment on strategic approaches to solve and plan for customer success is paramount. The ideal candidate is a hungry learner who gravitates towards issue ownership, accountability, and leadership. Toast is a rapidly-evolving and growing technology company that demands high performance and quick thinking and action from its managers. This is a hands-on position that requires both strategic and tactical approaches and capabilities.

KEY RESPONSIBILITIES:

  • Manage a team of 5-9 Restaurant Success Analysts (RSAs) to deliver exceptional customer experience post go-live across the Toast product suite.
  • Exceed monthly, quarterly, and annual revenue (upsell), customer happiness, and product adoption goals for specified account portfolios managed by your RSAs.
  • Constantly identify new and improved ways to deliver delight across our customer suite.
  • Develop and implement innovative ways to work smarter, work happier, and drive employee delight.
  • Act as the high-level point of escalation for restaurant customer concerns.
  • Uncover and create opportunities to drive customer growth (revenue, expansion, efficiency, etc) throughout your RSAs’ portfolios through regular pipeline reviews, close-the-gap initiatives, and campaigns.
  • Collaborate cross-functionally with other departments to drive the highest levels of customer success throughout the organization and to our customers.
  • Partner with Customer Marketing to help design and execute restaurant-specific marketing programs.
  • Act as an advocate for restaurant customers, assisting your RSAs in resolving cross-functional issues.
  • Manage the use of Salesforce.com and all related applications.
  • Work with IT and BI teams to implement and improve reports, system rules & workflows, dashboards, automated emails, surveys, and more.
  • Help drive an evolving company-wide culture of customer centricity

KEY REQUIREMENTS / SUCCESS FACTORS:

  • 7+ years in customer or sales functions
  • 4+ years experience successfully leading & managing teams, ideally of 10+ staff
  • Must have worked for a high growth technology company
  • Restaurant experience a significant plus
  • Extensive experience leading large cross-functional initiatives
  • Excellent communication, interpersonal and writing skills
  • Love for developing people in a transition environment
  • Enthusiastic about technology with demonstrated technical aptitude; experience at a technology company or relevant consultancy is ideal
  • Strong project management skills and an ability to multitask without getting frazzled
  • Love for teamwork and commitment to building a world-class, enterprise-class global customer experience together
  • Creative, analytical and execution-oriented
  • Ability to effectively operate both strategically and tactically
  • Value and thrive in an environment of learning and interacting with high-capability, high-energy people


Supervisory Responsibility:

The individual will manage a team of Restaurant Success Analysts.

Travel:

10-20% travel, projects may require more out-of-the-area and overnight travel.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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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

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