Regional Director of Services- Inside Sales
We are a rapidly growing company that’s revolutionizing the way the restaurant industry does business by pairing technology with an unrivaled commitment to customer success. We help restaurants streamline operations, increase revenue, and deliver amazing guest experiences through our platform that combines restaurant point of sale, guest-facing technology, and award-winning customer support. As a Toaster, you will be challenged to take on meaningful projects that will help shape the future of the company. Join us as we empower the restaurant community to delight guests, do what they love, and thrive.
The Regional Director reports to the VP of Services and is responsible for leading all aspects of the services team in region, working in close partnership with regional account management & sales leadership. In this role the Regional Director will run the region as their own business, responsible for revenue and Customer satisfaction targets, as well as P&L and margin goals. This includes leadership of project management, field services, and dispatch teams.
In this role you will:
- Establish plans and strategies for achieving the company’s regional revenue and customer satisfaction goals on a monthly basis
- Responsible for making sure the delivery pipeline is current and reflects the proper number of projects to meet department objects; go lives, revenue targets, margin targets, and customer satisfaction
- Interview, hire, develop and maintain regional service managers and resources
- Provide ongoing coaching and support for assigned team
- Perform weekly or bi-weekly 1:1 and annual performance reviews for direct reports
- Sharing and implementation of best practices with members of organization
- Put in place infrastructure and systems to support the success of the regional service function
- Create a culture of success and ongoing business and goal achievement
- Manage customer expectations and contribute to a high level of customer satisfaction
- Monitor customer, market and competitor activity and provide feedback to company leadership team and other company functions
- Manage key customer relationships and act as senior CS management in the region
- Manage the use of budgets
- Travel for in-person meetings with customers and partners and to develop key relationships
- Candidate would manage team of 30-70 resources as well as contractor partner resource when appropriate.
We ask that you bring the following experience:
- At least 8 years Services or Delivery experience in comparable industries, with 5 years in people management position,
- P&L and margin analysis experience
- Ability to plan and manage at both the strategic and operational levels with autonomy
- Track record of problem solving and customer management
- Ability to work collaboratively with colleagues and staff to create a results driven, team oriented environment.
- Experience in Management of multiple disciplines on one team
- Experience and track record of successful process improvement
- Willingness to travel
- Some experience in restaurant and POS industry preferred.P&L and margin analysis experience
- Ability to plan and manage at both the strategic and operational levels with autonomy
- Track record of problem solving and customer management