Restaurant Success Manager II - Timebox

RSM II - Timebox

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.

Bready* to make a change?

In service to protecting revenue and creating raving fans, Restaurant Success Managers (RSMs) in this department will seek to engage early in the customer journey to reduce friction points, drive activation and increase product adoption, and improve customer sentiment. This is not your average CSM role; in joining this team, you will be part of building a scaled customer success model. We are seeking an individual who is flexible, adaptable, and motivated by change.

As a Timebox RSM, you will be assigned customers for a short-term period lasting 30-90 days (depending on the nature of engagement). During this time, you will establish strategic action plans, including a set of scheduled meetings focused on activation/adoption, location expansion and general movement through the stages of the RS journey. RSMs are responsible for identifying a graduation plan and moving the customer through the journey in a timely manner, addressing any pain points discovered along the way and continuously enabling the customer on Toast. Movement of logos will occur monthly and you should prepare for new accounts and touchpoints routinely. 

About this roll* (Responsibilities)

• Build relationships with customers, facilitate regular cadence of communications though a 30-90 day period, and maintain daily database updates via Salesforce & GSuite 
• Identify regular call cadence with customers that aligns with action plans and graduation dates (be available for onsite visits with customers that are in market and would benefit from on-site consultation)
• Move customer through Restaurant Success Stages - from New to Graduated - within a timed period
• Retain & grow SaaS revenue through consultative engagements and new product recommendations tailored to the specific needs of each customer
• Drive activation and adoption across Toast product suite by leveraging internal tools & resources to analyze product usage, demonstrate value & facilitate trainings
• Confidently navigate all Guest & POS modules & have a working knowledge of partners, Employee Cloud & XtraChef
• Leverage Toast product knowledge to facilitate customer demos, troubleshoot basic functions of the POS and ensure the customer is getting the most out of Toast
• Ask discovery questions to uncover growth opportunities, referrals and location expansion
• As Timebox customers expand, transition accounts to our RMM segment if/when they meet criteria for elevation
• Partner with cross-functional teams (sales, onboarding, prof serv, bizops, product, etc) to promote a seamless customer journey, getting ahead of roadblocks whenever possible
• Partner with other RS teams (Operations, On Demand & Digital) to set up post graduation check points if appropriate 
• Partner with internal leadership teams to own customer escalations to resolution & provide regular Voice of Customer feedback
• Actively look for opportunities to operate at scale, including collaborating with cross-functional partners 

Do you have the right ingredients*? (Requirements)

• 2+ years of Account Management experience, responsible for customer satisfaction and business operations
• Success operating independently and navigating competing priorities in a constantly changing environment
• General technical proficiency using software
• Proven track record of success in meeting and exceeding goals
• Excellent communication, organizational, and influencing skills (including negotiation and presentation skills)
• Flexibility & adaptability 
• Problem solving mindset, ability to think critically

Special Sauce* (Non-essential Skills/Nice to Haves)

• 1+ years of experience using a POS (Point of Sale) software, ideally in the service industry 
• Experience managing customer in Mid-Market, Top SMB, or Enterprise segments
• Experience working in the tech industry or for a SAAS company 
• Experience with Salesforce CRM, MS Office, G-Suite, and Slack

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.