Toast: Manager, Restaurant Success Analyst
401 Park Drive
Boston, MA 02215

Employee Testimonials

Maura Grimes Toast
Edmund Korley Toast
Kendal Austin Toast

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Were not your traditional tech company. We recognize that talented people often come from outside the tech space. No matter what your background is, theres a place for you at Toast. Weve 86d the conventional workplace for one where people can truly bring their full selves to work. Together, we empower restaurants of all sizes to build great teams, increase revenue, improve operations, and delight their guests. We pair our deep understanding of the restaurant industry with powerful cloud based software and restaurant-grade hardware to deliver an intuitive all-in-one platform. Join us on our mission to empower the restaurant community to delight guests, do what they love, and thrive.

Bready* to make a change?

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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

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 Analysts 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 Analysts will manage a book of business, and be responsible for identifying and closing on revenue growth opportunities for those customers (upsells), 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 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.

About this roll*:

  • Manage a team of 4-9 Restaurant Success Analysts (RSAs) to deliver exceptional customer experience post go-live across the Toast product suite.
  • Exceed monthly, quarterly, and annual revenue (upsell), customer happiness, and product adoption goals for specified account portfolios managed by your RSAs.
  • 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 RSAs 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 RSAs 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

Do you have the right ingredients*?

  • 7+ years in customer or sales functions
  • 4+ years experience successfully leading & managing teams, ideally of 5+ staff
  • Must have worked for a high growth technology company
  • Restaurant experience a significant plus
  • 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 Analysts.

Travel:

10-20% travel, 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.

*Bread puns encouraged but not required

Full-time

Employee Testimonials

Maura Grimes Toast
Maura Grimes
Field Service Coordinator

"Ahh toast is awesome! The people, the culture, the bouncy balls, the crazy customers, the killer POS system, and the incredible talent floating through the air. "

Edmund Korley Toast
Edmund Korley
Software Engineer

"I've been participating in the Toast2Toast mentoring project. As a relatively new engineer at Toast, getting the opportunity to discuss technical (and other) topics with a mentor has been really valuable."

Kendal Austin Toast
Kendal Austin
Sr. Marketing Manager

"I have a degree in Marketing Communications and have worked in B2B technology my entire career. My background ranges from social media to paid programs to product marketing. I heard about Toast from a mentor and was connected with the co-founder on LinkedIn. As the second Marketing hire at Toast, I've had the opportunity to be a generalist as well as a specialist, moving where I was needed as the team grew."

Archie Grace Toast
Archie Grace
Engineering Manager

"I looked at a lot of start-ups during my last job search and Toast was by far the most exciting. It was instantly obvious to me how the product is useful to people and why someone might want to buy it. The proof of that has been in the way we have grown and the excitement we have already generated. However, what really excites me about the company is that I feel like we are just scratching the surface in terms of what we can accomplish. There are SO many untapped opportunities around our product and as we continue to grow, I am excited about being able to explore them more.​"