Manager II, Account Operations

Summary

Join Toast's Account Operations team as a Manager II and lead a team of 10-12 analysts in delivering exceptional customer experiences. Manage and develop your team, ensuring timely and accurate work completion. Collaborate with internal and external stakeholders to resolve escalated issues and identify process improvements. Utilize data-driven approaches and work with various teams to automate processes and build key performance metrics. Drive cross-functional alignment and constantly seek ways to enhance customer satisfaction. Engage your team, provide professional development opportunities, and partner with senior management on escalated issues. Oversee the use of Salesforce, NetSuite, Five9, and related applications.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

Restaurant, SaaS or FinTech experience is a plus

Benefits

• We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry
• Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs
• Pay Range$95,000 — $152,000 USD