Account Operations Senior Manager

Summary

Join Toast's Account Operations team as a Senior Manager and lead a team of 4+ Managers to deliver exceptional customer experiences. Align customer service standards and initiatives to improve performance and achieve organizational objectives. Define new performance metrics to enhance customer experience and reduce turnaround time. Ensure systems are utilized and report service metrics, creating action plans based on customer feedback and trends. Collaborate cross-functionally to drive customer success and identify ways to improve customer satisfaction. Develop team members through professional development opportunities and manage escalated customer issues. Manage the use of Salesforce, NetSuite, Five9, and related applications. The role requires 10+ years in Customer Success or SaaS-based roles and 5+ years leading and managing teams.

Requirements

• 10+ years in Customer Success or SaaS based roles
• 5+ years experience successfully leading & managing teams
• Willingness to travel to Toast international offices (approx. 5% travel)
• Experience working on large cross-functional initiatives with other departments
• Excellent communication, interpersonal and writing skills
• Love for developing people in a high growth environment
• Enthusiastic about technology with demonstrated technical aptitude
• Strong project management skills and an ability to multitask
• Creative, analytical and execution-oriented
• Ability to effectively operate both strategically and tactically

Responsibilities

• Lead a team of 4+ Managers to deliver exceptional customer experience with live Toast customers
• Align customer service level standards, activities and initiatives to support and improve performance to achieve organization objectives
• Help define new performance metrics that improve the customer experience and shorten turnaround time
• Ensure systems are in place and are utilized. Reporting service metrics, including customer feedback and trends. Create, communicate and follow through on action plans
• 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
• Create professional development opportunities, team engagement, product training and change leadership with evolving responsibilities
• Work with implementing and improving reports, workflows, dashboards, emails templates the team communicates more
• Handle escalated customer issues directly from Toast’s Senior Leadership Team
• Manage the use of Salesforce, NetSuite, Five9 and all related applications

Preferred Qualifications

Restaurant, SaaS or FinTech experience is a plus

Benefits

• Competitive compensation and benefits programs
• Cash compensation (overtime, bonus/commissions, if eligible)
• Benefits
• Equity (if eligible)