Customer Onboarding Team Manager, Toast

• At least 5 years Service Delivery, customer service, implementation, customer onboarding, project management, or point of sale experience in comparable industries, with 3 years in a people management position. A senior individual contributor may be considered
• 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 leadership, teamwork, communication & cross-departmental collaboration skills
• Excellent customer service skills with the ability to coach and train others to the same

Desirable

• The Onboarding Manager role reports to the Director of International Onboarding and is responsible for leading all aspects of their team, working in close partnership with Restaurant Success, Enablement, CS & Sales leadership
• In this role, the Onboarding Manager will run the team and the regional performance as their own business, responsible for productivity, customer satisfaction, metrics analysis, performance management, and revenue of their team of Onboarding Consultants
• This includes significant cross functional relationships with Customer Care, Product, Logistics, Guest, Strategic Operations, and many other teams outside of Onboarding in ways that drive the Onboarding team’s performance and our customers’ success through their implementation journey
• Establish plans and strategies for making sure the revenue pipeline is current and reflects the proper number of projects to meet department objects; go-lives, margin targets, and customer satisfaction
• Interview, hire, develop, coach and support your implementation and onboarding teams including 1:1’s and running weekly meetings; Step in and assist your team with escalations
• Manage cross-functional relationships and customer expectations that contribute to a high level of customer service and revenue velocity, guided by facts, data and analysis to make evidence-based and customer focused decisions
• Complete projects with minimal guidance from the Director and are able to draw conclusions and communicate results based on outcomes
• Partner closely with the Sales Team, Restaurant Success & International Product Managers to ensure a seamless Customer Journey from pre-sale through the roll-out of Toast across multi-unit operations
• The candidate would manage a team of 6-12 team members and be responsible for customers across all of Canada. A successful candidate will be located or able to regularly work in the Greater Toronto area. Expectations for the role may include travel for conferences and in-person meetings with customers as well as moderate time spent in the field in market