Associate Restaurant Success Analyst


Omaha, NE Business Intelligence

We’re not your traditional tech company. We recognize that talented people often come from outside the tech space. No matter what your background is, there’s a place for you at Toast. We’ve 86’d the conventional workplace for one where people can truly bring their full selves to work. Together, we empower restaurants of all sizes to build great teams, increase revenue, improve operations, and delight their guests. We pair our deep understanding of the restaurant industry with powerful cloud based software and restaurant-grade hardware to deliver an intuitive all-in-one platform. Join us on our mission to empower the restaurant community to delight guests, do what they love, and thrive. 

Bready* to make a change?

In this role, you will operate as a customer advocate and support our growing SMB customer base. Using customer empathy, good judgment, and a consultative approach, you will drive customer retention and satisfaction with measured success based upon productivity KPIs as well as net revenue expansion and overall retention.  As a pivotal internal and external stakeholder, you will partner with the Sales, Support, Services, Product and Finance teams to meet all customer needs.

About this roll*: 

  • De-escalate customers in order to maintain a low cancellation rate
  • Identify and upsell new opportunities to customers where applicable
  • Negotiate with customers on subscription renewals and product upgrades 
  • Communicate directly with customers over email and phone to ensure concerns are resolved and that they are fully adopting the full suite of Toast tools. 
  • Collaborate with internal teams to ensure a great customer experience via group and 1:1 trainings
  • Make judgment calls on how best to create new solutions to customer issues.
  • Support management in recommending process improvements to advance the program
  • Negotiate to close upsell opportunities and prevent downsell situations

Do you have the right ingredients*

  • 1 year of support, sales, or  account management role providing technology solutions to a client base
  • Proven track record of managing and growing a large customer base
  • Strong leadership, teamwork, communication, and collaboration skills
  • Strong verbal/written communication skills
  • Ability to perform in a fast paced environment and flexibility with dynamic change
  • Restaurant experience is a strong plus

*Bread puns encouraged but not required

Job ID: 3605

Posted 11 days ago

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