We power successful restaurants.
Boston, MA

Director of Technical Account Manager at Toast

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Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

Our mission is to create raving fans and successful restaurants, and the Director of Technical Account Management is critical to fulfilling that mission with our customers. This role is a passionate, customer-focused, cross-functionally minded leader with technical expertise in Toast Products who will manage and drive the vision, mission and charter of our growing team of Technical Account Managers (TAM). 

Technical Account Managers are responsible for engaging with customers in partnership with Restaurant Success Managers (RSMs),  to help facilitate the resolution of technical issues (note: Customer Care Tier 3 will be responsible for Level 1 tech issues),  documenting root cause analysis to enact changes to address issues in the long-term, and to drive proactive monitoring and reporting. This role will be required to establish deep partnerships with Customer Care, Product, Engineering & Hardware leaders, and will focus heavily on scaling strategy and execution of the TAM organization.

About this roll* (Responsibilities) 

  • Establish and drive expectations around productivity and proactive vs reactive time, developing the right systems, tools and processes for scaling the TAM team & customers.
  • Establish, iterate, and continually improve alignment with our cross-functional partners in Customer Care, Engineering, Product, and Hardware teams on roadmaps, trends, process, change management, escalations, customer, and company goals. 
  • Lead the process for documenting root cause analysis (RCAs) to review and enact changes to prevent issues long-term in partnerships with Customer Care, Product, Engineering and Hardware.
  • Create a culture of anticipation and execution excellence - understanding the risks, needs, requirements, and ideal customer candidates when rolling out new products, processes, and change.
  • Lead the process for performing regular and timely status updates with customers and RSMs.
  • Leverage cross-functional relationships within Product, Engineering, Hardware and Care to deploy monitoring and measures for proactive alerting to customer segments based on internal trends that may not be visible to or noticed by customers.
  • Help drive Voice of Customer (VOC) action items, such as red flag fixes, feature enhancements, and areas of opportunity.
  • Lead the oversight of proactive review of past support tickets across the TAM team, looking for trends and ensuring best use of products for customer success.
  • Grow, expand, and maintain TAM knowledge in partnership with the Enablement Team, specially related to technical skill sets, such as but not limited to: APIs, 3PO, DO, Networking, MLM, PCI, and more.

Do you have the right ingredients*? (Requirements)

  • 5+ years of management experience
  • Ability to motivate a team of individuals in a matrix management environment
  • Ability to self-manage time, multi-task and hold customers accountable to deadlines
  • Demonstrates attention to detail and strong organization skills
  • Ability to problem solve / troubleshoot in a timely manner
  • Adaptability, strong work ethic and professionalism during challenging situations
  • Strong technical acumen, analytical abilities, and understanding of the F&B / POS industry
  • Incredibly data-driven, ability to analyze data, uncover insights and communicate them clearly
  • Direct, honest communication style that operates with the highest level of integrity
  • Good experience of MS Office, G-Suite, Slack and Salesforce
  • Familiarity with networking concepts and Toast hardware
  • Experience providing technology or SaaS solutions to a client base a strong plus
  • Ability to quickly gain advanced product knowledge of all modules related to multi-unit customers
  • Ability to quickly become proficient in complete products, technology areas and methodologies
  • Travel:  5-10% travel to customer sites

Our Spread of Total Rewards

  • Unlimited Vacation
  • Sabbatical opportunity after five years
  • Professional Development Reimbursement Program
  • Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
  • Various peer and company recognition programs 
  • 401(k) and matching
  • Medical, Dental, & Vision Coverage
  • Mental Health Benefits
  • Subsidized backup childcare

*Bread puns encouraged but not required


We are Toasters

Diversity, Equity, and Inclusion is Baked into our Recipe for Success.

At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.

The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.

Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.

Bready* to make a change? Apply today!

As part of our commitment to the health and safety of our employees and their families, all individuals entering our US workspaces are required to provide proof of full vaccination against COVID-19 unless they have an approved medical or religious accommodation.

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Where we are

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.

Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularjsLibraries
    • ES6Libraries

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.

Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Dedicated Diversity/Inclusion Staff
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 Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
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
Game Room
Stocked Kitchen
Happy Hours
Recreational Clubs
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
Customized development tracks

An Insider's view of Toast

How would you describe the company’s work-life balance?

Toast is a pretty special place to work. I really enjoy the collaborative and supportive work culture. Toast goes out of its way to take care of employees through additional days off to flexible hours to peer groups and training.


Senior Engineering Manager

How do you collaborate with other teams in the company?

Being a part of the R&D team, I collaborate closely with cross-functional partners like Product, Design, Quality and Documentation to ensure alignment across the team and ultimately execution. Since joining Toast, I have been stretched both technically and non-technically, grown my career and become a stronger engineer and a more effective leader.


Manager, Software Engineering

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 unique initiatives do you have that encourage innovation?

I love our bi-annual company-wide Hackathons! The mission is to provide all Toasters with the opportunity to innovate on Toast’s products, processes, & culture while fostering new connections between teams and people. I absolutely love seeing Toasters come together; the energy, enthusiasm, & passion for making Toast better is incredibly inspiring!


Senior Director of Product Management

How does the company support your career growth?

When Toast hires you, they immediately invest in you and give you every bit of support to ensure you are not only successful but in the best position for growth. Aside from the great support resources, Toast has a team of some of the smartest people in tech that I've been able to learn from.


Senior District Sales Manager

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