Technical Account Manager
Now, more than ever, the Toast team is committed to our customers. We’re taking steps to help restaurants navigate these unprecedented times with technology, resources, and community. Our focus is on building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love. And because our technology is purpose-built for restaurants, by restaurant people, restaurants can trust that we’ll deliver on their needs for today while investing in experiences that will power their restaurant of the future.
Our mission is to create raving fans and successful restaurants, and the Restaurant Success Technical Account Manager is critical to fulfilling that mission with our customers. This role is a passionate, customer-focused professional with technical expertise in Toast Products whose primary goal is to support accounts that are experiencing chronic tech issues. This role is responsible for engaging with Levels 2-4 customers, in partnership with RSMs, to resolve chronic and/or multiple tech issues (note: Customer Care Tier 3 will be responsible for Level 1 tech issues), and document root cause analysis to enact changes to address issues in the long-term.
About this roll* (Responsibilities)
- Act as a solution engineer to create workarounds for shortcomings of product and technical problems
- Document root cause analysis (RCAs) to review and enact changes to prevent issue long-term
- Become a trusted partner to the customer by listening, empathizing with their issues, and following through to solutions
- Perform regular and timely status updates with customers and RSMs
- Attend customer meetings and own readout of overall product/tech issues, as well as deeper understanding of escalated issues
- Proactive review of past support tickets, looking for trends and ensuring best use of products for customer success
- Work cross-functionally with Services, Engineering and Product to drive improvements that positively affect the customer experience
Do you have the right ingredients*? (Requirements)
- 4+ years technical account management or technical support experience required
- Combined 3+ years experience in the F&B and/or POS industry preferred
- Familiarity with networking concepts and hardware
- Advanced product knowledge of all modules related to multi-unit customers
- Proficient in complete products, technology areas and methodologies
- Ability to problem solve / troubleshoot in a timely manner
- Incredibly data-driven, ability to analyze data, uncover insights and communicate them clearly
- Experience providing technology or SaaS solutions to a client base a strong plus
- Restaurant experience is a strong plus
- Strong teamwork & cross-departmental collaboration skills
- Ability to perform in a fast paced environment
- Strong organization skills and time management skills
- Good experience of MS Office, G-Suite, Slack and Salesforce
- Direct, honest communication style that operates with the highest level of integrity
*Bread puns encouraged but not required
#LI-REMOTE
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.