This position requires in-person presence at the Toast office in Boston, MA.

Toast Overview:

Toast is a rapidly growing startup that's revolutionizing the way the restaurant industry does business by offering the first android based, all-in-one restaurant management platform. With our POS at the core and the additional functionality of credit card processing, loyalty programs, gift cards, online ordering, inventory management and more, Toast makes it easier for restaurant owners and operators to optimize their business.

Job Overview:

The Regional Implementation Manager (RIM) reports to the Regional Senior Practice Manager. The RIM position is responsible for leading a team of Remote Implementation Engineers (RIE) and working in close partnership with Sales Managers. 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.

What you will do:

• Responsible for achieving and ensuring consistent delivery of the region’s goals as they pertain to RIE productivity, resource utilization and other corporate metrics
• 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 the Senior Practice Manager and Services Leadership in the continued evolution and maintenance of the existing 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
• Manage key customer relationships
• Potential for travel for in-person meetings with team, customers and partners, to develop and nurture key relationships

Do you have the right ingredients?:

• Experience managing a diverse team of remote resources
• Excellent communication skills - verbal and written
• 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.
• Experience installing/configuring POS systems and restaurant experience is highly preferred
• Knowledge of network design and deployment including protocols supporting LANs and WANs
• Networking degree or certification is a plus but not required