Mid-market Onboarding Consultant, International

7 months ago

Vancouver, Canada Toast Full time

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, building menus, configuration tasks and overall acting as their project manager.

If you are passionate about customers 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_** (Responsibilities)**:

- **Project and Customer Management**:

- Customer Onboarding Consultants will serve as the primary point of contact for all customers post-booking by Sales.
- Customer Onboarding Consultants will be responsible for managing a book of business consisting of multiple brands with varying timelines simultaneously.
- Successful Customer Onboarding Consultants proactively drive the customer through the completion of their rollout with Toast by creating and executing a detailed rollout plan in partnership with the customer, leveraging project management skills to reach various milestones.
- Time management and executive presence are expected by using the Customer Onboarding Consultant's abilities to build trust, influence customers, manage expectations, and own a plan that others will follow (internally and externally).
- The Customer Onboarding Consultant enables the restaurant's leadership and staff on Toast's best practices and processes for managing their daily operations, including management of labour and food costs, table turn time, and guest relationships by assessing and planning the ideal learning path that can be unique to each brand or restaurant.
- **Implementation Timelines and Scheduling**:

- The Customer Onboarding Consultant is responsible for ensuring all installation dates are scheduled and customer timelines are met.
- Manage several onboarding engagements simultaneously, including rollouts that could cover multiple countries.
- **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 experience in a project management or implementation role working with cross-functional teams and managing multiple priorities.
- 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.
- Project Management experience and/or qualification.
- Start-up environment experience.
- Previous POS systems experience preferred.
- Training & development experience is a plus.
- Basic understanding of integrations & partners.
- CRM experience.

**Our **_Spread*_** of Total Rewards**
- **Bread puns encouraged but not required**

LI-HYBRID #LI-REMOTE

**We are Toasters**

Diversity, Equity, and Inclusion is Baked into our Recipe for Success.

At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.

The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humi

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