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National Manager, Restaurant Success

| Greater Boston Area

This individual will report to the VP of Restaurant Success and oversee a high-growth team of Restaurant Success Managers, totaling approximately 5 individual contributors (with opportunity for growth). He/She will sit on the Restaurant Success leadership team alongside four other Regional Managers/Directors and work closely with other leaders across Customer Success and throughout the broader Toast organization.

Essential Functions:

Provide direct operational leadership and oversight of a critical, high-growth region of the account management / Restaurant Success function. This person will work with other Restaurant Success, Customer Success, Sales, and company leaders to provide an exceptional customer experience across the Toast product suite after the sales cycle is closed. This person’s team will be tasked with providing strategic and consultative account management expertise to a portfolio of customers, while driving revenue growth, revenue retention, and operational efficiency initiatives to improve customer health, product adoption, and customer retention.

Our goal is to deliver best in class customer experiences while driving revenue, product adoption, and being as operationally efficient and effective as possible. The Manager of Restaurant Success - Inside will be responsible for driving success across the Toast product suite throughout his/her portfolio of accounts through exceptional people and operational leadership, and focus on customer empathy and success. Each of his/her individual contributor Restaurant Success Managers will manage a book of business, and be responsible for identifying and closing on revenue growth opportunities for those customers (upsells), retaining that revenue and preventing customer churn, ensuring success across those product wins (adoption), leading strategic discussions with his/her customers to align business objectives with growth goals, and building trust and rapport across their portfolio to be the go-to and market leader within the restaurant technology sphere. The ideal candidate will be a proven exceptional people manager adept at navigating a complex cross-functional landscape, possess a keen ability to empathize with and garner quick trust from customers, be a strong internal and external advocate for those customers, and have a proven track record of leading customer-facing teams through rapid change and transition. In addition, developing, socializing, and gaining alignment on innovative and strategic approaches to solve and plan for customer success is paramount. The ideal candidate is a hungry learner who gravitates towards issue ownership, accountability, and leadership. Toast is a rapidly-evolving and growing technology company that demands high performance and quick thinking and action from its managers. This is a hands-on position that requires both strategic and tactical approaches and capabilities.

KEY RESPONSIBILITIES:

  • Manage a team of ~5 Restaurant Success Managers (RSMs) to deliver exceptional customer experience post go-live across the Toast product suite (with opportunity for growth).
  • Exceed monthly, quarterly, and annual revenue (up-sell and retention), customer happiness, and product adoption goals for specified account portfolios managed by your RSMs.
  • Constantly identify new and improved ways to deliver delight across our customer suite.
  • Develop and implement innovative ways to work smarter, work happier, and drive employee delight.
  • Act as the high-level point of escalation for restaurant customer concerns.
  • Uncover and create opportunities to drive customer growth (revenue, expansion, efficiency, etc) throughout your RSMs’ portfolios through regular pipeline reviews, close-the-gap initiatives, and campaigns.
  • 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 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


KEY REQUIREMENTS / SUCCESS FACTORS

  • 5+ years in customer or sales functions
  • 2+ years experience successfully leading & managing teams, ideally of 7+ 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
  • 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

Supervisory Responsibility:

The individual will manage a team of Restaurant Success Managers.

Travel:

10-20% travel, primarily local during the business day, although some projects may require more out-of-the-area and overnight travel.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Read Full Job Description

Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • jQueryLibraries
    • ReactLibraries
    • 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.
Toast values candidates with varied backgrounds — and these 3 employees prove it
Watch

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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