Manager, Modules Configuration & Guest

Toast

Now, more than ever, the Toast team is committed to our customers. We’re taking steps to help restaurants navigate these unprecedented times with technology, resources, and community. Our focus is on building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love. And because our technology is purpose-built for restaurants, by restaurant people, restaurants can trust that we’ll deliver on their needs for today while investing in experiences that will power their restaurant of the future. 

The Manager, Modules Configuration reports to the Sr. Manager of Modules Configuration, and provides direct operational leadership and oversight to all aspects of the Modules Configuration team. This person will work closely with other Customer Onboarding, Sales, and Product team leaders to provide, and continuously improve upon, an exceptional customer experience across the Toast modules suite from post-sale to post-live. This person’s team is the internal and external go-to Toast modules onboarding expert and technical source during the configuration and roll-out life cycle of modules for all new and upsold SMB & Mid-Market customers. This position is responsible for ensuring that the Modules Configuration team efficiently and consistently provides top quality implementation and training on Toast’s full modules portfolio.

About this roll* (Responsibilities) 

  • Manage a team of approximately 4-8 Modules Configuration Associates (MCAs), including the establishment and monitoring of goals and metrics, and mentoring future leaders within the team
  • Collaborate with Customer Onboarding, Sales, and Product team leaders to assess, create, improve upon and maintain processes and standards that will allow for team growth and scale 
  • Act as the high-level point of general technical escalation for the customers during their roll-out life cycle; Perform triage configuration for at-risk customers as needed
  • Partner with the Customer Onboarding team to monitor and exceed quarterly and annual go-live goals
  • Embody Toast’s Values and ensure the Modules Configuration Team Members represent Toast internally and externally with the utmost professionalism
  • Develop and implement processes and innovate ways to work smarter and happier that drive employee delight and achieve eNPS goals
  • Collaborate cross-functionally with other departments to drive the highest levels of customer success throughout the organization and to our customers.

Do you have the right ingredients*? (Requirements)

  • 3+ combined years experience in the food/bev and POS industry 
  • Advanced familiarity with POS software and hardware configuration
  • Proven ability to communicate with and de-escalate at-risk customers
  • Must have worked for a high growth technology company
  • Restaurant experience a significant plus
  • Experience leading large cross-functional initiatives
  • Excellent communication, interpersonal and writing skills
  • Love for developing people in a transitional environment
  • Passionate about technology and hospitality 
  • Strong project management skills and an ability to multitask without getting frazzled
  • Love for teamwork and commitment to building a world-class, multi-product customer onboarding experience together
  • Creative, analytical and execution-oriented
  • Ability to effectively operate both strategically and tactically
  • Value to thrive in an environment of learning and interacting with high-capability, high-energy people

*Bread puns encouraged but not required

Job ID: 7446

Posted 25 days ago

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