Toast
We power successful restaurants.
Boston, MA

Implementation Manager

Sorry, this job was removed at 7:22 a.m. (EST) on Friday, March 15, 2019
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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 Implementation Manager (RIM) position is responsible for leading a team of Remote Implementation Engineers (RIE’s) and working in close partnership with Sales Managers and Services Leadership. In this role, the RIM is expected to hire and train new personnel, provide ongoing coaching and support to ensure the RIEs success both in productivity and quality targets outlined by the business. Furthermore, this role is responsible for achieving and ensuring consistent delivery of the team’s goals as they pertain to RIE productivity, resource utilization and other corporate metrics.

Job Responsibilities:

  • Understand historical performance in order to effectively plan and coordinate for the future
  • Interview, hire, develop, coach and support Remote Implementation Engineers
  • Perform weekly or bi-weekly 1:1 meetings and performance reviews for direct reports
  • Ensure that Toast “best practices” are consistently adhered to, offer insight to further develop and enhance existing “best practices”
  • Work closely with Services Leadership in the continued evolution and maintenance of the existing process, infrastructure, and systems.
  • Work to maintain a high level of employee happiness while reaching increasingly high company targets
  • Manage customer expectations and contribute to a high level of customer satisfaction
  • Assists in resolution of customer escalations to achieve high levels of customer satisfaction
  • Monitor customer, market and competitor activity and provide feedback to company leadership
  • Potential for travel for in-person meetings with team, customers and partners, to develop and nurture key relationships
  • Collaborate on process improvement initiatives
  • Utilize data to manage and improve quality, speed, utilization, productivity and customer satisfaction

Experience/Qualifications:

  • Experience managing a diverse team of remote resources
  • Experience in Process Improvement and Project Management
  • Excellent communication skills - verbal and written
  • Experience using data to meet and exceed objectives
  • Demonstrates attention to detail and strong organization skills
  • Ability to problem solve and troubleshoot in a timely manner
  • Experience with Salesforce or other CRM tools to drive effective use and problem solving for RIEs.
  • Adaptability and strong work ethic
  • Knowledge, understanding and empathy for the unique and diverse requirements of the restaurant industry.
  • Ability to work in a fast paced and ever changing environment

Communications/Interactions:

  • Internal - Services, Support, Sales: Daily
  • External - Customers and Partners: Daily
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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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