Onboarding Technical Consultant Manager, Mid-Market

Toast creates technology to help restaurants and local businesses succeed in a digital world. The Onboarding Technical Consultant Manager is responsible for leading the Mid-Market Technical Consultant team, overseeing customer satisfaction, metrics analysis, project intake, and performance management while collaborating with various teams to enhance customer engagement.

Responsibilities:

• Establish plans and strategies for customer engagements and escalation management to increase productivity and help provide a best in class customer journey
• Identify opportunities to make Onboarding Technical Consultants stronger escalation managers through experience and enablement
• Responsible for interviewing, hiring, developing, coaching and supporting Technical Consultant team including 1:1s and running weekly team meetings
• Manage cross-functional relationships such as Sales, Restaurant Success, Business Operations, 3rd party integrations and customer expectations that contribute to a high level of customer service and project velocity
• Collaborate and align with leaders across the business to define gaps in process and create efficiencies to drive success for large scale rollouts
• Manage a team of 6-10 Technical Consultants

Requirements:

• At least 5 years experience in technical implementation roles
• 3+ years of people management experience
• Expert knowledge of SaaS implementation and configuration standards
• Proven track record of success in delivering technical consultation on complex projects, managing an implementation schedule and partnering with internal teams to deliver on the promises committed to in the sales process
• Ability to plan and manage at both the strategic and operational levels with autonomy while consistently monitoring the key metrics of the business and driving process improvements
• Strong ability to navigate high-stakes escalations and partner effectively with client-side CIOs and IT Directors
• Experience in hospitality and POS industry preferred with P&L and margin analysis experience