Onboarding Consultant, Toast

• 5 + years of experience in a role responsible for customer satisfaction and business operations, for instance, a Restaurant GM or Director of Operations
• 3+ years experience in a project management or implementation role working with cross-functional teams and managing multiple priorities
• Excellent communication, organizational, and influencing skills
• Proficiency in presentation software and ability to develop effective presentations in a timely manner
• Proven success operating independently, working under pressure, and navigating competing priorities in a constantly changing environment

Desirable

• As an Enterprise Onboarding Consultant, you are the owner of the implementation experience for our largest and most complex customers and brands with 500+ locations
• You will partner with Enterprise customers within hotels and restaurants for years, bringing on new brands and locations onto Toast in the future
• The needs of an Enterprise customer are dynamic, which means the way that we work together should be too
• The competitive advantage of having an Enterprise Onboarding Consultant is a trusted partner with deep industry knowledge, strong project management skills and vested interest in the success of the customer as an extension of the brand themselves
• Leverage your Toast product knowledge and project management skills to partner with restaurant and/or hotel owners during the Go-Live phase, and build out onboarding plans that will produce a high quality implementation experience within timelines
• Partner with cross-functional teams (Sales, Customer Success, Hardware Ops, Integration) to ensure alignment and timely execution
• Manage several onboarding engagements simultaneously, including large books of onboarding business with 500+ locations
• Create best practices for managing daily hotel and/or restaurant operations by enabling owners and staff to utilize Toast - this includes management of labor and food costs, table turn time and guest relationships
• Ensure the transition goes smoothly and that you are available for remote Go-Live support to assist and guide the customer during their first several days of usage by providing post-live remote guidance, troubleshoot problems or follow-up training
• Maintain accurate project documentation and monitor brand health to track progress
• Build trust with customers and internal teams by demonstrating executive presence and clear communication
• Advocate for customer needs internally, driving timely issue resolution and continuous improvement
• Identify and mitigate risks to project milestones and SLAs
• Apply strategic thinking to identify and implement enhancements across the customer journey