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.
AI at Toast
At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.
Our Total Rewards Philosophy
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.
The base salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions, if eligible), benefits, and equity (if eligible).
How Toast Uses AI in its Hiring Process
Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people.
Diversity, Equity, and Inclusion is Baked into our Recipe for Success
At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.
We Thrive Together
We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast.
Apply today!
Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact candidateaccommodations@toasttab.com.
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For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.