Manager of Account Operations, Toast
$95-152k
+ Bonus/commissions & Equity for eligible roles
More information about location
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
$95-152k
+ Bonus/commissions & Equity for eligible roles
More information about location
1001+ employees
Company mission
Toast's mission is to enrich the food experience for all.
Role
Who you are
- 5+ years in Customer Success in SaaS industry
- 2+ years experience successfully leading & managing teams
- Excellent communication, interpersonal and writing skills
- Love for developing people in a high growth environment
- Enthusiastic about technology with demonstrated technical aptitude
- Problem-solving, organized, tech-savvy,
- Intellectually curious candidate with an ability to learn quickly and make an impact
- Creative, analytical and execution-oriented
- Ability to effectively operate both strategically and tactically
Desirable
- Restaurant, SaaS or FinTech experience is a plus
What the job involves
- The Toast Account Operations team is responsible for improving the customer's journey with Toast when they are experiencing issues. The Manager II actively supports the productivity goals and success of this essential team
- Lead a team of 10-12 professional analysts to deliver exceptional customer experience with live Toast customers
- Manage and develop a team of Business Operations Representatives, ensuring work is completed in an accurate and timely manner in line with our SLAs
- Work with customers and internal stakeholders to turn escalated situations into positive outcomes
- Identify gaps in process using a data-driven approach, and drive improvements using tools and systems
- Work with product, engineering and systems teams to automate and simplify processes
- Build, develop, and report on key success metrics of the team’s performance
- Drive cross functional alignment across Customer Success, Billing, Legal, Payments, Business Systems and Product teams on key operational issues
- Collaborate cross-functionally with multiple departments across Toast, to drive the highest levels of customer success throughout the post-live customer journey
- Constantly identify new and improved ways to deliver delight across customers
- Team engagement, create professional development opportunities, product training and change leadership with evolving responsibilities
- Work with the Senior Manager and process improvement team to implement and improve reports, workflows, dashboards, emails templates the team communicates with, and more
- Partner with Senior Manager to handle escalated customer issues directly from Toast’s Senior Leadership Team
- Oversee the use of Salesforce, NetSuite, Five9 and all related applications for your analysts
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 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
Fenway–Kenmore, Boston, MA
Leadership
Steve Fredette
(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
(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
(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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