Key skills
Account ManagementMid-Market Customer ManagementEnterprise Customer ManagementSalesforce CRMSaaS SolutionsMicrosoft OfficeG-SuiteSlackCSaaSSalesforceCRMLeadershipCommunicationCollaborationPresentation SkillsCustomer Success
About this role
Toast is a company that creates technology to help restaurants and local businesses succeed in a digital world. As a Senior Customer Success Manager, you will serve as the main point of contact for customers, driving initiatives that enhance product adoption and customer satisfaction while managing a regionally based book of business.
Responsibilities:
- Build multiple layers of relationships with the customer, including Toast execs, as needed, and maintain daily database entries through Salesforce
- Retain SaaS revenue through consultative engagement and product recommendation by understanding needs of each customer
- Drive activation and adoption across Toast product suite by analyzing product module usage and leverage internal tools/customer marketing strategies
- Leverage your Toast product knowledge to facilitate customer demos and ensure the customer is getting the most out of their Toast experience
- Partner with internal leadership teams to own customer escalations to resolution, provide regular Voice of Customer feedback, and facilitate customer references/referrals
- Build cross-functional partnerships and collaborate closely to engage customers when necessary
Requirements:
- 6+ years account management experience
- Mid-Market or Enterprise customer management experience
- Strong leadership, teamwork, and cross-departmental collaboration skills
- Strong communication and presentation skills that meet expectations of corporate teams and C-suite executives
- Success operating independently and navigating competing priorities in a constantly changing environment
- General technical proficiency using software
- Proven track record of success in meeting and exceeding goals
- Excellent communication, organizational, and influencing skills
- Located in PST or MST timezone
- Experience providing technology or SaaS solutions to a client base
- Restaurant experience
- Experience managing customers in Mid-Market, Top SMB, or Enterprise segments
- Experience with Salesforce CRM, MS Office, G-Suite, and Slack