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.
The Toast Account Operations team is responsible for improving the customer's journey with Toast when they are experiencing issues. The Senior Manager actively supports the productivity goals and success of this essential team.
About this roll* (Responsibilities)
- Lead a team of 4+ Managers to deliver exceptional customer experience with live Toast customers.
- Align customer service level standards, activities and initiatives to support and improve performance to achieve organization objectives.
- Help define new performance metrics that improve the customer experience and shorten turnaround time
- Ensure systems are in place and are utilized. Reporting service metrics, including customer feedback and trends. Create, communicate and follow through on action plans.
- Collaborate cross-functionally with multiple departments across Toast, to drive the highest levels of customer success throughout the post-live customer journey.
- Constantly identify new and improved ways to deliver delight across customers.
- Team engagement, create professional development opportunities, product training and change leadership with evolving responsibilities.
- Work with implementing and improving reports, workflows, dashboards, emails templates the team communicates with, and more.
- Handle escalated customer issues directly from Toast’s Senior Leadership Team.
- Manage the use of Salesforce, NetSuite, Five9 and all related applications.
Do you have the right ingredients?* (Requirements)
- 10+ years in Customer Success or SaaS based roles
- 5+ years experience successfully leading & managing teams
- Willingness to travel to Toast international offices (approx. 5% travel)
- Experience working on large cross-functional initiatives with other departments
- Excellent communication, interpersonal and writing skills
- Love for developing people in a high growth environment
- Enthusiastic about technology with demonstrated technical aptitude
- Strong project management skills and an ability to multitask
- Creative, analytical and execution-oriented
- Ability to effectively operate both strategically and tactically
Special Sauce*(Nice to have skills:)
- Restaurant, SaaS or FinTech experience is a plus.
Our Spread of Total Rewards
We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.
*Bread puns encouraged but not required
