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Mid-Market Restaurant Success Manager

| 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.

 

The Mid-Market Restaurant Success Manager (RSM) will operate as a key customer advocate for his/her assigned accounts, driving customer satisfaction across his/her territory. This position will be responsible for key performance indicators of their assigned ~30 Mid-Market level customers. KPIs include customer NPS, expansion revenue, retention, and referral revenue. The RSM will own a defined geographic territory of highly valuable Mid-Market 
Customers. Pivotal to this role is a strong ability to understand customer empathy and to drive a high level of customer satisfaction across their customer base. This is a key role within the business and the employee will proactively engage in the on-going management of their accounts including the topics related to customer satisfaction, feedback on the solution and driving value from our services. 

The RSM is expected to conduct quarterly business reviews with their customers and travel to their location for in person meetings with key executives several times per year. The RSM will become the customer’s voice within Toast, creating a positive customer experience that ultimately results in the customer’s renewal and referral. This role will work directly with Sales, Support, Services, Product and Finance teams, as well as Toast leadership across the company.

What you would do:

● Consistently drive strong relationships with your customers with minimal oversight.

● Operate as a key customer advocate within Toast by establishing productive and useful relationships across various teams within Toast.

● Identify and upsell new opportunities into restaurant groups where applicable.

● Quarterback complex technical issues that results in swift resolution and customer advocacy.

● Coordinate with customer, business users and decision makers to ensure timely contract and

subscription renewals.

● Be a strong negotiator with excellent experience.

● Update and maintain Customer database (SF.com) as appropriate.

Do you have the right ingredients:

● 4+ years working in an account management role providing technology or SaaS solutions to a client base

● Mid-Market, Top SMB, or Enterprise customer management experience required

● Restaurant experience is a strong plus

● Strong leadership, teamwork, communication & cross-departmental collaboration skills

● Must be able to proactively drive customer value with minimal oversight.

● Proven track record of sustaining and growing complex relationships with multiple layers of management including closing the renewal, upsell/ cross-sell opportunities

● Highly motivated, passionate over achiever, team player, facilitator

● Entrepreneurial spirit/mindset, flexibility toward dynamic change

● Incredibly detailed oriented

● Ability to perform in a fast paced environment

● Good experience of MS Office, G-Suite and SF.com

● Familiarity with the forecasting process and exceeding a target goal and quota

● Direct, honest communication style that operates with the highest level of integrity

Travel:

10-20% travel to customer sites

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

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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