Onboarding Consultant III

Summary

Join Toast as an Enterprise Onboarding Consultant and own the implementation experience for large, complex restaurant and hotel customers with 500+ locations. Partner with clients, build onboarding plans, and ensure high-quality implementation within timelines. Collaborate with cross-functional teams for alignment and timely execution. Manage multiple onboarding engagements simultaneously, creating best practices for daily operations and enabling staff to utilize Toast effectively. Provide remote Go-Live support, maintain accurate project documentation, and build trust with customers and internal teams. Advocate for customer needs, mitigate project risks, and apply strategic thinking to enhance the customer journey.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• 1+ years of experience using a POS (Point of Sale) software, ideally in the service industry
• Experience with Salesforce CRM
• Experience working in the tech industry or for a SAAS company
• Training, teaching, or development experience
• PMP Certification

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