Onboarding Technical Consultant Manager, Mid-Market

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.

A day in the life (Responsibilities)

The Onboarding Technical Manager Mission is “To empower the Onboarding Team to delight our Customers, so that they can focus on what they love and thrive.”

The Technical Onboarding Manager reports to the Director of Technical Onboarding and is responsible for leading the Mid-Market Technical Consultant team, working in close partnership with Onboarding Leadership, Customer Success & Sales leadership. In this role, the Technical Onboarding Manager will oversee a team of Technical Consultants responsible for working with Mid-Market Restaurant groups (15-499 Locations). They will run the team as their own business, responsible for customer satisfaction, metrics analysis, project intake, performance management, as well as team and personal goals. This includes leadership of an Onboarding team, and significant cross functional relationships with Customer Care, Sales, Customer Success, Partner Management, Strategic Operations, and many other teams outside of Customer Onboarding.

What you'll need to thrive (Requirements)

• Establish plans and strategies for customer engagements and escalation management to increase productivity and help provide a best in class customer journey.
• Identify opportunities to make Onboarding Technical Consultants stronger escalation managers through experience and enablement
• Responsible for interviewing, hiring, developing, coaching and supporting Technical Consultant team including 1:1s and running weekly team meetings
• Manage cross-functional relationships such as Sales, Restaurant Success, Business Operations, 3rd party integrations and customer expectations that contribute to a high level of customer service and project velocity
• Collaborate and align with leaders across the business to define gaps in process and create efficiencies to drive success for large scale rollouts
• Manage a team of 6-10 Technical Consultants.

Do you have the right ingredients* (Requirements)?

• At least 5 years experience in technical implementation roles
• 3+ years of people management experience
• Expert knowledge of SaaS implementation and configuration standards
• Proven track record of success in delivering technical consultation on complex projects, managing an implementation schedule and partnering with internal teams to deliver on the promises committed to in the sales process
• Ability to plan and manage at both the strategic and operational levels with autonomy while consistently monitoring the key metrics of the business and driving process improvements.
• Strong ability to navigate high-stakes escalations and partner effectively with client-side CIOs and IT Directors.

What will help you stand out (Nonessential Skills/Nice to Haves)

• Experience in hospitality and POS industry preferred with P&L and margin analysis experience.