Customer Onboarding Consultant, Toast

• 3+ years of experience in customer facing roles; for example hospitality management
• Proven track record of success in delivering complex projects, managing a book of business and partnering with external clients to deliver on the promises committed to in the sales process
• Ability to manage ambiguity and operate independently
• Comfortable working in a fast-paced environment
• Self-starter with a growth mindset
• Excellent communication (written & verbal) and influencing skills
• Strong time management skills and the ability to prioritise effectively
• Strong presentation skills
• Strong values and high personal integrity
• Ability to explain technical terms to non-tech savvy customers
• Proven ability to manage customer relationships with differing levels of influence

Desirable

• The Customer Onboarding Consultant serves as the main point of contact for the customer from the time that the account has been booked, through the onboarding phase of the customer journey
• Day to day you will be expected to work with your customers setting them up for success through tasks such as delivering project kick off calls, scheduling install dates, working with the menu and guest teams, configuration tasks and overall acting as their project manager
• 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!
• Project and Customer Management - The Customer Onboarding Consultant is the primary point of contact for all customers post-booking by Sales and will manage several onboarding engagements simultaneously
• The Onboarding Consultant is chartered with managing the relationship with the customer while creating & executing a detailed onboarding plan
• Effective time management is an essential skill for all Customer Onboarding Consultants as they are responsible for a large book of onboarding business in their region and the restaurant industry is significantly time-constrained
• The Customer Onboarding Consultant is also responsible for managing all communication with the customer during the implementation phase
• During this phase of the customer journey, the Onboarding Consultant works closely with the client to understand their unique business needs and to build out an onboarding plan that will allow them to manage their restaurant business efficiently and effectively
• The Customer Onboarding Consultant enables restaurant owners and staff to utilise Toast to create best practices for managing their daily restaurant operations - this includes management of labour and food costs, table turn time, and guest relationships
• Implementation timelines and Scheduling - The Customer Onboarding Consultant is responsible for ensuring all installation dates are scheduled and customer timelines are met
• Post Live Relationship Management - As the client is transitioned over into the post-onboarding phase of the customer journey, the Customer Onboarding Consultant is expected to ensure this transition goes smoothly
• Be a Toast Expert - In this role you are expected to use all Toast resources to find solutions for your customers. You are considered the go-to-person during the onboarding phase, the Toast expert