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Digital Ordering Program Lead

| Greater Boston Area

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.

Job Summary:

The Digital Ordering Program Lead for Customer Success will be directly responsible for moving the needle on adoption of Toast’s Digital Ordering product suite (Online Ordering, Toast TakeOut, GrubHub integration, etc). As a key to Toast’s customers’ bottom line growth, as well as a lynchpin to Toast’s consumer strategy, Digital Ordering represents a core pillar to the overall success of the Toast platform. The individual occupying this role will be a senior member of the team skilled in cross-functional program management and consultative selling practices, with a high degree of analytical and operational prowess. S/he will drive cross-functional initiatives that bolster upsell revenue and adoption of Digital Ordering, identify (and in many cases deliver) enablement and content strategies to improve focus on opportunities that drive adoption and revenue of the product, find and pull levers to advance core KPIs to ensure success, and maintain a high level of communication across the Toast organization. This individual should possess strong project management know-how. S/he will partner deeply with members of Support, Services, Education, Enablement, Product, Customer Marketing, and Restaurant Success at all levels to run a set of OKRs hinged on the build-up and success of Digital Ordering.

Job Responsibilities:

  • Serve as the Customer Success Digital Ordering leader.
  • Develop and maintain core KPIs and OKRs that ensure visibility into and success of the Digital Ordering product.
  • Identify and help drive delivery of department-level initiatives that increase adoption and core revenue of Digital Ordering.
  • Partner with Customer Marketing to drive DO adoption efforts at scale.
  • Build department- and initiative-level playbooks that ensure success against core KPIs.
  • Represent Customer Success in cross-functional Digital Ordering efforts, such as commercialization meetings, product readiness meetings, OKR reviews, etc.
  • Serve as the main Customer Success driver to achieve month-over-month record adoption and upsell goals.
  • Constantly identify new and innovative ways to drive net revenue and adoption increases across the DO product (Value Maximization).
  • Uncover and create opportunities to drive customer growth (revenue, expansion, efficiency, etc) throughout different elements of the customer journey.
  • Act as an advocate for Toast’s customers by acquiring customer feedback on the DO product, closing the loop with internal teams such as Product and Engineering, and advocating for customer needs in prioritization efforts.
  • 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

Experience/Qualifications:

  • 5+ years in customer or sales functions
  • 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
  • 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
Read Full Job Description

Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • jQueryLibraries
    • AngularjsLibraries
    • ES6Libraries

Location

Toast is headquartered in the heart of Fenway. Catch a Sox game, grab a bite, and stroll through one of the trendiest neighborhoods in Boston.

An Insider's view of Toast

What’s the vibe like in the office?

Our office has both a relaxed but productive vibe. You'll see people with their heads down working, but you'll also see people hanging out and collaborating in open spaces. There's a good balance between work and play. When I'm not heads down coding, you'll find me playing guitar or hanging out in the Toast Pub.

Gabe Gonzalez

Software Engineer

How has your career grown since starting at the company?

I began as an implementation engineer, moved into instructional design, and now I am in my dream role as a product manager. This is afforded because Toast fosters a culture where experts in their domains are eager to give you a masterclass in what they do – you only need to ask and be willing to learn. This is the best perk when working at Toast.

Sean Park

Product Manager

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
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
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