Toast is a company where employees are empowered to come up with freshly baked ideas and tackle meaningful challenges. You probably already know us a little bit by now, but Toast is one of the most awarded and fastest growing startups in Boston. In 2017, to name a few, we won BostInno’s award for Emerging Company of the year, were named the 3rd fastest growing company in North America by Deloitte, and raised over $100m in funding from the likes of Google Ventures.

We have built a powerful and easy-to-use Android tablet-based point of sale platform for restaurants, helping them operate more efficiently and connect with their customer base in new and innovative ways. We live and breathe our customers’ challenges, which - in some cases – can smell like a freshly made croissant or a five-star prix fixe meal. Not a bad way to start your day!

Description:

Provide operational and strategic leadership to the organization’s implementation, customer support, customer success, account management, customer education and customer experience functions. This person will work with the other CS leaders to drive operational excellence and process improvements to impact both our company KPIs as well as deliver an exceptional customer experience. This individual will be measured on NPS, retention, margin and revenue

Our goal is to deliver best in class customer experiences while being as operationally efficient and effective as possible. The Sr. Director of Customer Success Strategy & Operations will be responsible for driving the strategy and execution of multiple high-profile projects.The ideal candidate will be a proven leader in managing business process improvements across departments and successfully driving results through increased automation and alignment of processes to business objectives. The scope of responsibilities includes the development of the voice of the customer program, leveraging internal technologies to drive effective and efficient processes, drive significant process and organizational change to meet our aggressive efficiency goals, ensure delivery of key performance metrics, and building of team capability. This person must operate with efficiency, accuracy and speed to meet the demands of a growing and data driven company. This is a hands-on position that requires both strategic and tactical approaches and capabilities.

Responsibilities:

• Customer Success Strategy - working with VP of all CS and with VPs and Directors that lead the CS departments on defining and executing our CS Strategy.
• Assist leaders through in measuring, defining and delivering their key performance metrics with improved systems, analysis and processes
• Manage business process improvements across departments to increased automation and efficiencies
• Collaborate cross-functionally with other departments to drive the highest levels of data integrity and operational reliability of our standardized business analytics, tools, and processes.
• 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.
• Be the voice of Customer Success in the development and role out of our Customer Portal
• Participate in setting the strategic direction of our use of systems to address business challenges through a perspective approach to Customer Success and best practices.
• Assist in revenue and cost analysis in collaborate with Product Managers to tie support tickets, product adoption and usage to business value.
• Responsible for the development of world class VoC programs including gathering, trending, communicating and acting on customer insights to ensure high levels of satisfaction, best in class Net Promoter Scores and increasingly high client retention.
• Help drive an evolving company-wide culture of customer centricity

Qualifications:

• 7+ years in Operations or CS
• Experience successfully leading & managing teams of 30+ staff
• Minimum four-year college degree from an accredited institution
• Extensive experience leading large cross functional initiatives
• Excellent communication, interpersonal and writing skills
• 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