Customer Onboarding Consultant

Toast is driven by building the all-in-one restaurant platform that helps restaurants operate their business, increase sales, engage guests, and keep employees happy. 

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. 

The Customer Onboarding Consultant serves as the main point of contact for the customer from the time that the account has been booked, through the onboarding phase of the customer journey. Day to day you will be expected to work with your customers setting them up for success through tasks such as delivering project kick off calls, scheduling install dates, working with the  menu and guest teams, configuration tasks and overall acting as their project manager.

 If you are passionate about customers, the hospitality industry, and are excited at the prospect of joining a small, growing team with lots of opportunities ahead and where you will have a direct impact on the future growth of our international business - read on!

More About this roll*: 

• Project and Customer Management  - The Customer Onboarding Consultant is the primary point of contact for all customers post-booking by Sales and will manage several onboarding engagements simultaneously. The Onboarding Consultant is chartered with managing the relationship with the customer while creating & executing a detailed onboarding plan. Effective time management is an essential skill for all Customer Onboarding Consultants as they are responsible for a large book of onboarding business in their region and the restaurant industry is significantly time-constrained. The Customer Onboarding Consultant is also responsible for managing all communication with the customer during the implementation phase. During this phase of the customer journey, the Onboarding Consultant works closely with the client to understand their unique business needs and to build out an onboarding plan that will allow them to manage their restaurant business efficiently and effectively. The Customer Onboarding Consultant enables restaurant owners and staff to utilise Toast to create best practices for managing their daily restaurant operations - this includes management of labour and food costs, table turn time, and guest relationships.

Implementation timelines and Scheduling - The Customer Onboarding Consultant is responsible for ensuring all installation dates are scheduled and customer timelines are met. 

• Post Live Relationship Management - As the client is transitioned over into the post-onboarding phase of the customer journey, the Customer  Onboarding Consultant is expected to ensure this transition goes smoothly. 
• Be a Toast Expert - In this role you are expected to use all  Toast resources to find solutions for your customers. You are considered the go-to-person during the onboarding phase, the Toast expert. 

Do you have the right ingredients*? (Requirements)

• 3+ years of experience in customer facing roles; for example hospitality management 
• Proven track record of success in delivering complex projects, managing a book of business and partnering with external clients to deliver on the promises committed to in the sales process 
• Ability to manage ambiguity and operate independently
• Comfortable working in a fast-paced environment 
• Self-starter with a growth mindset
• Excellent communication (written & verbal) and influencing skills 
• Strong time management skills and the ability to prioritise effectively 
• Strong presentation skills 
• Strong values and high personal integrity
• Ability to explain technical terms to non-tech savvy customers 
• Proven ability to manage customer relationships with differing levels of influence. 

Special Sauce* (Nice to Haves)

• Technology industry experience 
• Restaurant or Hospitality industry knowledge/experience 
• Previous POS systems experience preferred
• Training & development experience is a plus
• Basic understanding of integrations & partners 
• CRM 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