Restaurant Success Manager II - On Demand

RSM II - On Demand

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

Bready* to make a change?

In service to protecting revenue and creating raving fans, Restaurant Success Managers (RSMs) within On Demand will engage with customers at various milestones along the customer journey. Through targeted engagements and organized meeting schedules in our queue, our small and medium-sized business (SMB) customers have the opportunity to collaborate with our strategic team to drive their business success. Customers, internal teams, and senior leadership can also request RSM assistance on an as-needed basis for success-related matters.

RSMs engage in email communication and one-on-one interactions in thirty-minute to one-hour Zoom or phone meetings with customers. These meetings include but are not limited to - reviewing best practices, discussing activation and adoption strategies, facilitating crucial conversations aligned with business needs, and resolving pain points or de-escalating situations. RSMs should anticipate and tailor interactions to be completed within one to three touchpoints with the customer or evaluate the customer's journey for placement within another part of the Toast Ecosystem. 

In this role, you will delve into technical and strategic initiatives, manage your time effectively, optimize customers' time, and deliver an exceptional customer experience. It extends beyond the traditional customer success manager position, as you will be instrumental in shaping a scalable customer success model. We seek an adaptable, flexible, and change-motivated individual to join our team.

About this roll* (Responsibilities)

• Live customer interaction! This role is all about meeting new customers, getting on camera & navigating strategically, efficiently and confidently. You can run a demo, deliver complex messaging in a simplified & concise manner and can redirect or transition conversations to accomplish your goals. 
• Self investment into technical knowledge growth - education minded in order to continuously support customer at scale
• Data Driven - you leverage data to make informed decisions on behalf of the customer and the business
• Ability to diagnose customer issues, develop strategies, and make leverage cross-functional partners
• Retain & grow SaaS revenue through consultative engagement and product recommendation by understanding needs of each customer, tech stack analysis & conversation. Hosting demos and discovery calls are included in this motion
• Drive activation and adoption across Toast product suite …