Director Restaurant Success

| 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 Director of Restaurant Success will be responsible for leading the operations of the Restaurant Success team and providing world class service to our top SMB clients post sale. The ideal candidate will have superior people management skills and be able to navigate the cross functional landscape in working closely with Sales, Marketing and Services, Business Intelligence and Product. This will role will also focus on garnering trust from our Customers as well as being their advocate both internally and externally. This role will develop and utilize strategy using data/metrics to guide revenue growth and product adoption

Job Responsibilities:

  • Manage a team of 5 Managers of Restaurant Success, each of whom have teams of 4-10 RSMs to deliver on account management KPIs and drive success for our customers post go-live across the Toast product suite.
  • Build and implement innovative approaches to deliver exceptional account management in a field environment.
  • Hit monthly, quarterly, and annual revenue (upsell) goals, garner customer happiness, and support product adoption goals for specified account portfolios managed by your team.
  • Constantly identify new and improved ways to deliver and delight at scale across our customer suite.
  • Compose and oversee implementation of playbooks that use data and tools to ensure individual RSM success.
  • Act as the high-level point of escalation for restaurant customer concerns within your portfolio.
  • Uncover and create opportunities to drive customer growth (revenue, expansion, efficiency, etc) throughout your RSMs’ portfolios through relationships with sales or deeper consultative activities.
  • Collaborate cross-functionally with other departments to drive the highest levels of customer success throughout the organization and to our customers.
  • Partner with Customer Marketing to help design and execute restaurant-specific marketing programs.
  • Act as an advocate for restaurant customers, assisting your Managers and RSMs in resolving cross-functional issues.
  • 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.
  • Help drive an evolving company-wide culture of customer centricity.

Experience/Qualifications:

  • 10+ years in customer or sales functions
  • 7+ years experience successfully leading & managing teams, ideally of 10+ staff
  • Must have worked for a high growth technology company
  • Restaurant experience a significant plus
  • Minimum four-year college degree from an accredited institution
  • Extensive experience leading large cross-functional initiatives
  • Excellent communication, interpersonal and writing skills
  • Process-oriented and playbook-driven
  • Love for developing people in a transition environment
  • 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

Associate Technical Sourcer, Previously: 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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