Product Marketing Manager
Electric
Customer Success Manager II, SMB
Toast
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $82,000 per year
Job Level
JuniorMid-Level
About the role
- Customer Success Managers within On Demand engage with customers at various milestones along the customer journey to protect revenue and create raving fans.
- Engage in email communication and one-on-one interactions in thirty-minute to one-hour Zoom or phone meetings, including reviewing best practices, discussing activation and adoption strategies, facilitating crucial conversations, and resolving pain points or de-escalating situations.
- Anticipate and tailor interactions to be completed within one to three touchpoints or evaluate customer's journey for placement within another part of the Toast Ecosystem.
- Delve into technical and strategic initiatives, manage time effectively, optimize customers' time, and deliver an exceptional customer experience.
- Shape a scalable customer success model; seek adaptability, flexibility, and change motivation.
- Live customer interaction: run demos, deliver complex messaging in a simplified and concise manner, redirect or transition conversations to accomplish goals.
- Self investment into technical knowledge growth to continuously support customers at scale.
- Leverage data to make informed decisions on behalf of the customer and the business.
- Diagnose customer issues, develop strategies, and leverage cross-functional partners.
- Retain & grow SaaS revenue through consultative engagement and product recommendation by understanding needs of each customer, tech stack analysis & conversation; host demos and discovery calls.
- Drive activation and adoption across Toast product suite by analyzing product module usage and leveraging internal tools, customer marketing strategies, and cross-functional teams to deliver presentations, demos, and facilitate trainings.
- Execute downsell & churn saves motions: understand and document pain points, discuss contract terms, and enable customers to best use modules.
- Maintain data entry, calendar hygiene, and report building as daily vital activities.
- Confidently navigate all guest & POS modules and have a working knowledge of partners, EC & XC.
- Act as the voice of customer by gathering feedback and insight to relay to internal partners and 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.
- 1+ years of experience using a POS (Point of Sale) software, ideally in the service industry
- Work or equivalent experience in Project Management role
- Experience working in the tech industry or for a SAAS company
- Experience with Salesforce CRM, Chilipiper, MS Office, G-Suite, and Slack
