Director of Customer Onboarding, Toast
EMEA
Point of sale and management system for restaurants
Job no longer available
Point of sale and management system for restaurants
1001+ employees
Job no longer available
1001+ employees
Company mission
Toast's mission is to enrich the food experience for all.
Role
Who you are
- If you are passionate about customers, the hospitality industry, 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!
- This is a hybrid role located in either London or Dublin. Candidates must live local to the Territory or be willing to relocate
- At least 5 years management experience in comparable industries (software, technology, hospitality, service delivery, customer success) with at least 2 years in a departmental leadership position
- 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
- Experience in the restaurant, hospitality, or POS industry preferred with P&L and margin analysis
- Track record of high performance and success delivering consistent results and building culture of growth and development for the organization
- A drive to develop people, process, and technology in a high-growth environment
What the job involves
- We are currently seeking an Onboarding Director to serve as a key member of our GTM leadership team in the EMEA region, based in either London or Dublin
- The Onboarding Director reports to the Area Vice President of International Onboarding and leads customer onboarding and operations teams responsible for the successful activation of Toast’s POS platform
- Your teams will be own the post-sale service delivery of customer implementation activities including project management (collecting deliverables, shipping hardware, and scheduling key milestone dates), remote cloud-based configuration tasks to activate the core POS platform as well as additional modules, and the successful facilitation of both onsite and remote appointments that support installation, training, and go-live support
- This leader will be working in close partnership with their peers in Onboarding and Go To Market leadership teams to drive market presence while optimizing our ratio of booked to live performance
- In this role, the Onboarding Director will run the team as their own to have ownership and accountability for all productivity, efficiency, and quality targets, drive customer and employee satisfaction, and improve upon and maintain processes and standards that will allow for team growth and scale, especially taking regional nuance and differences into account
- The candidate will lead a fast growing team of Onboarding Managers, Onboarding Consultants, Field Implementation Technicians, and other operational roles across multiple territories and future potential geographic expansion
- Establish and execute plans and strategies for ensuring the activation and revenue backlog is current and reflects the team performance required to meet OKR established financial and qualitative targets
- Interview, hire, develop, and coach Onboarding Managers, Onboarding Consultants, Field Implementation Technicians, and other roles as required
- Manage cross-functional relationships and customer expectations that contribute to a high level of customer service, activation, velocity, and continuously improve upon an exceptional customer onboarding experience across the entire customer journey
- Develop and implement processes and innovate ways to work smarter and happier that drive employee engagement and achieve eNPS goals
- This candidate will be responsible for leading a multi-product Onboarding effort; working knowledge of a multi-product operational process is required
Our take
Running a restaurant means managing a stressful set of elements, all needing to work together seamlessly to create a good experience for diners. Toast helps to streamline processes, and puts an end to piles of paperwork, by providing a platform whereby tableside ordering, menu modifications, labour management, payroll, and more are all housed in one system that can run from a tablet.
Toast offers restaurant-grade hardware and cloud-based, customisable payment solutions to serve clients from startup through to growth phase, as well as a service for established restaurants. By combining all the digital services a restaurant might need, the platform can act as the one and comprehensive solution for restaurants of any size, avoiding restaurateurs from having to invest in a range of technologies.
Toast has over 70,000 restaurants on its books, from food trucks to national brands, and its mobile ordering and payment solutions have made it a recognized brand for consumers. The company's IPO in 2021 saw it valued at over $30 billion and since then, it has added more features to its product suite including wholesale and catering order tools. Toast then, has proven its place as an indispensable player in the restaurant space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
28% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Feb 2020
$400m
SERIES F
Apr 2019
$250m
SERIES E
Total funding: $899m
Company benefits
- Peer and company recognition programs
- Unlimited Vacation
- Sabbatical opportunity after five years
- Professional Development Reimbursement Program
- Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
- Various peer and company recognition programs
- 401(k) and matching
- Medical, Dental, & Vision Coverage
- Mental Health Benefits
- Subsidized backup childcare
Company HQ
Fort Point Channel Landmark District, Boston, MA
Leadership
Steve Fredette
(Co-Founder & President)They studied at MIT before co-founding Klick Mobile in 2009 and spending almost 7 years at Endeca. They left their Management role in June 2012 having co-founded Toast in May.
Aman Narang
(Co-Founder & CEO)Having studied Computer Science at MIT, they worked at Endeca for 5 years. They moved from working as Product Manager to work full-time as President of Toast in 2013, having co-founded it the previous year.
Jonathan Grimm
(Co-Founder & CTO)They also studied Computer Science at MIT before working as an Engineer for Endeca for over 4 years. They worked at Oracle for 5 months prior to co-founding Toast in May 2012.
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