Toast

Customer Success Manager II, Retail

Toast

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $82,000 per year

Job Level

JuniorMid-Level

Tech Stack

Realm

About the role

  • Use a consultative approach to build relationships and find solutions for convenience stores, grocery stores, bottle shops and other retail focused businesses.
  • Leverage Salesforce (our CRM) to manage all account activities
  • Understand the competitive landscape and determine how to best position Toast in the market
  • Self investment into technical knowledge growth - education minded in order to continuously support customer at scale
  • Data Driven - you leverage data to make informed decisions on behalf of the customer and the business
  • Ability to diagnose customer issues, develop strategies, and make leverage cross-functional partners
  • Retain & grow SaaS revenue through consultative engagement and product recommendation by understanding needs of each customer, tech stack analysis & conversation.
  • Drive activation and adoption across Toast product suite by analyzing product module usage and leverage internal tools/customer marketing strategies/cross functional teams to deliver presentations, demos & facilitate trainings
  • Downsell & Churn Saves Motion - interacting with customers to understand and document pain points with guest modules, discuss contract terms and enable customers to best use our modules
  • Data entry, calendar hygiene and report building is vital to success in this role and is a crucial component on your daily activities
  • Confidently navigate all guest & pos modules & have a working knowledge of partners, EC & XC.
  • Act as the voice of customer by gathering feedback and insight to relay to internal partners & leadership
  • Actively look for opportunities to operate at scale

Requirements

  • 2+ years of Account Management experience, responsible for customer satisfaction, churn mitigation and business operations
  • Case / Queue Management Experience - responsible for organization, data hygiene and prioritization management
  • Success operating independently and navigating competing priorities in a constantly changing environment
  • General technical proficiency using a variety of software
  • Proven track record of success in meeting and exceeding goals
  • Self starter & ability to work autonomously - ability to dive into complex customer scenarios and forge a path forward
  • Strong & Professional Virtual Presence - Excellent communication, organizational, and influencing skills (including written communication, negotiation and presentation skills)
  • Flexibility & adaptability - we move quickly and introduce change consistently - an open mind is key to success!
  • Problem solving mindset - critical & creative thinker and someone who thinks at scale - you towards the macro & are excited to work in a dynamic, fast paced environment.
  • Retail operations experience (nice to have)
  • 1+ years of experience using a POS (Point of Sale) software, ideally in the service industry (nice to have)
  • Work or equivalent experience in Project Management role (nice to have)
  • Experience working in the tech industry or for a SAAS company (nice to have)
  • Experience with Salesforce CRM, Chilipiper, MS Office, G-Suite, and Slack (nice to have)