Onboarding Consultant II, Retail

Toast is driven by building a  platform that helps businesses  increase sales, engage customers, and keep employees happy.

A day in the life

As an Onboarding Consultant, Toast’s way of saying an “Implementation Specialist”,  you serve as the customer’s relationship manager & point of contact from the time that the account purchases Toast, through the onboarding phase of the customer journey. You are expected to work autonomously under an Onboarding Manager to achieve monthly activation goals,  prioritize work based on customer need and Toast requirements and deliver high quality customer interactions. To thrive as an Onboarding Consultant at Toast, you are flexible, motivated by aggressive growth goals, and excel in ambiguous environments!

What you'll do (Responsibilities)

• Leverage your Toast product knowledge and project management skills to partner with retail business  owners during the Go-Live phase, and build out onboarding plans that will produce a high quality implementation experience within timeline and budget.
• Create best practices for managing daily business operations by enabling business owners and staff to utilize Toast - this includes management of labor and inventory and guest relationships.
• Responsible for conducting remote site assessments to determine the networking needs of our clients prior to installation and communicate those needs to the project resources. 
• Perform onboarding remotely while documenting the installation of the Toast POS system, observe Toast best practices as well as document any deviations from best practices that were identified during the design phase of the project. 
• Create & lead an onboarding training plan to the entire retail  staff on how to leverage the Toast product configured to their business and workflow with a focus on operational efficiencies that positively impact the customer and staff experience.
• Manage several onboarding engagements simultaneously, including large books of onboarding business (45+retail business’) in your region.
• Ensure the transition goes smoothly and that you are available to assist and guide the customer during their first 30  days of usage by providing post-live remote guidance, troubleshoot problems or follow-up training.

What you'll need to thrive (Requirements) 

• 3 + years of experience in a role responsible for customer satisfaction and business operations, for instance a businessGM/retail manager
• Success operating independently and navigating competing priorities in a constantly changing environment
• Proven track record of success in meeting and exceeding goals
• Excellent communication, organizational, and influencing skills  

What will help you stand out (Nonessential Skills/Nice to Haves)

• 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

AI at Toast

At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.

Our Total Rewards Philosophy

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. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.