Customer Onboarding Manager

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 Onboarding Manager role reports to the Director of International Onboarding and is responsible for leading all aspects of their team, working in close partnership with Restaurant Success, Enablement, CS & Sales leadership. In this role, the Onboarding Manager will run the team and the regional performance as their own business, responsible for productivity, customer satisfaction, metrics analysis, performance management, and revenue of their team of Onboarding Consultants This includes significant cross functional relationships with Customer Care, Product, Logistics, Guest, Strategic Operations, and many other teams outside of Onboarding in ways that drive the Onboarding team’s performance and our customers’ success through their implementation journey. 

About this roll* (Responsibilities): 

• Establish plans and strategies for making sure the revenue pipeline is current and reflects the proper number of projects to meet department objects; go-lives, margin targets, and customer satisfaction.
• Interview, hire, develop, coach and support your implementation and onboarding teams including 1:1’s and running weekly meetings; Step in and assist your team with escalations.
• Manage cross-functional relationships and customer expectations that contribute to a high level of customer service and revenue velocity, guided by facts, data and analysis to make evidence-based and customer focused decisions.
• Complete projects with minimal guidance from the Director and are able to draw conclusions and communicate results based on outcomes
• Partner closely with the Sales Team, Restaurant Success & International Product Managers to ensure a seamless Customer Journey from pre-sale through the roll-out of Toast across multi-unit operations.
• The candidate would manage a team of 6-12 team members and be responsible for customers across all of Canada.  A successful candidate will be located or able to regularly work in the Greater Toronto area.  Expectations for the role  may include travel for conferences and in-person meetings with customers as well as moderate time spent in the field in market.

Do you have the right ingredients* (Requirements)? 

• At least 5 years Service Delivery, customer service, implementation, customer onboarding, project management, or point of sale experience in comparable industries, with 3 years in a people management position.  A senior individual contributor may be considered.
• Ability to plan and manage at both the strategic and operational levels with autonomy while consistently monitoring the key metrics of the business and driving process improvements.
• Strong leadership, teamwork, communication & cross-departmental collaboration skills.
• Excellent customer service skills with the ability to coach and train others to the same.

Special Sauce* (Nice to Haves)

• Experience in hospitality and POS industry preferred with P&L and margin analysis experience.

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