Restaurant Success Manager- Toronto, Canada - Toast

Toast

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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.

_ Bready_ to make a change?**The mission of Customer Success at Toast is to create raving fans and successful restaurants and the Restaurant Success Manager (RSM) plays a critical role in fulfilling that mission. While RSMs wear many different hats at once, they support the overarching goal of building customer trust, keeping customers happy and growing their annual recurring revenue (ARR).

You will be a founding member of a small & growing international team. You must be comfortable with ambiguity and be able to work flexibly in a business with aggressive growth goals.

This is a highly cross-functional role and drives a wide variety of customer driven initiatives so you should be an exceptionally strong relationship builder and project manager.

Pivotal to this role is a strong ability to embrace a hospitality mindset, understand a customer's goals and priorities, and translate them into strategic recommendations that will drive a high level of product adoption, satisfaction, referrals and customer retention.

About this _roll_**:

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Relationship Builder

Build multiple layers of relationships with customer, and internal stakeholders, as needed
Act as main point of contact for customers across both corporate and field level
Update and maintain customer database entries (Salesforce)
Own customer escalations to resolution by partnering with internal teams
Facilitate regular cadence of communications with customer
Deliver cadenced strategic business reviews focused on sharing business plans, identifying customer insights, and addressing areas of strength and improvements

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Product Expert

Have deep understanding of Toast product suite and ability to demo and discuss features and benefits to ensure customer is getting the most out of the product
Drive activation and adoption across Toast product suite; analyze product module usage and leverage internal tools/customer marketing strategies to increase adoption
Become trusted advisor/strategic partner by providing thought leadership on restaurant technology/operational trends and innovation
Partner with Marketing to find options for case studies and customer referrals

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Revenue Producer

Retain and grow existing SaaS revenue by understanding needs of each customer and recommending product modules to fit those needs
Facilitate customer references, as needed, to help GTM close new business

Retain and grow SaaS revenue through consultative engagement and product recommendation
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Customer Advocate

Provide regular VOC feedback and feature requests to Product
:
Create business cases, as needed, to invest in custom projects for top ARR customers
Continually assess the customer journey and prioritize areas of ongoing improvement
Build crossfunctional partnerships and collaborate closely to engage customers when necessary

Do you have the right _ingredients*_
?

4+ years account management experience required, restaurant experience a strong plus
Experience providing technology or SaaS solutions to a broad client base
Mid-Market, Top SMB, or Enterprise customer management experience a plus
Proven track record of success in delivering complex projects in the technology industry, managing a book of business and partnering with external clients to deliver on the promises committed to in the sales process
Excellent communication (written & verbal) and influencing skills; strong presentation skills required
Entrepreneurial spirit/mindset, flexibility toward dynamic change, ability to manage ambiguity and operate independently
Ability to perform in a fast paced environment
Strong values and high personal integrity
Good experience of MS Office, G-Suite, Slack and Salesforce
Travel: Approximately 40% travel to customer sites (within your assigned region)

Our Spread of Total Rewards

Unlimited Vacation
Sabbatical opportunity after five years
Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
Various peer and company recognition programs
Medical, Dental, & Vision Coverage
Mental Health Benefits
Subsidized backup childcare
Retirement Savings (RRSP) matching
Coming soon

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Bread puns encouraged but not required

We are Toasters
Diversity, Equity, and Inclusion is Baked into our Recipe for Success.

At Toast our employees are our secret ingredient. When they are powered