Toast
We power successful restaurants.
Boston, MA

Restaurant Success Manager

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The Restaurant Success Manager will operate as a key customer advocate for their assigned accounts driving customer satisfaction across their territory. This position will be responsible for key performance indicators of their assigned ~100+ customers. KPIs include customer NPS, expansion revenue, retention, and referral revenue. The RSM will own a defined geographic territory of highly valuable SMB customers.

Pivotal to this role is a strong value 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 solution. The RSM is expected to conduct quarterly business reviews with their customers and travel to their location for in person meetings with key customers several times per year. The Restaurant Success Manager will become the customer’s key advocate within Toast creating a positive customer experience that ultimately results in the renewal of the subscription. This role will work directly with Sales, Support, Services, Product and Finance teams.

Primary Responsibilities

  • Maintain solid relationships with customers
  • Must be able to proactively drive satisfaction in customers with minimal oversight
  • Operate as a key customer advocate - develop and maintain strong relationship with customers with the goal of best in class customer success
  • Identify and upsell new opportunities into customers where applicable
  • 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

Requirements:

  • 4+ years working in an account management role providing technology solutions to a client base
  • Restaurant experience is a strong plus
  • Strong leadership, teamwork, communication & cross-group collaboration skills
  • Must be able to proactively drive customers with minimal over sight.
  • Proven track record of sustaining and growing complex relationships including closing the renewal, upsell / crosssell 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 and SF.com
  • Familiarity with the forecasting process and exceeding a target goal and quota
  • Direct, honest communication style and operate with the highest level of integrity
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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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