Onboarding Consultant, R/MM

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.

The Onboarding Consultant serves as the customer’s relationship manager & point of contact  from the time that the account has been booked, through the onboarding phase of the customer journey. The Regional Mid Market/ Mid Market Onboarding Consultant role is responsible for managing a project workload of 80 projects, or 6-10 groups in the Mid Market segment. These customers range from 16 locations per restaurant group up through 500. This Onboarding role is expected to work autonomously and prioritize their work based on customer needs and the needs of the business.

About this roll*: 

• Project Manager and Customer Relationship Manager - The Onboarding Consultant is the primary point person for all clients post booking by sales. They are chartered with managing the relationship with the client while creating & executing a detailed onboarding rollout plan and ensuring their rollout stays on track and schedule. During this phase of the customer journey, they will work closely with the client in order to understand their unique business needs and build out a configuration gold-standard that will allow them to manage their restaurant business efficiently and effectively. The Onboarding Consultant enables restaurant owners and staff to utilize Toast driven best practices for our POS, suite of products, and 3rd party integrations for managing their daily restaurant operations successfully.
• Onboarding & Training - The Onboarding Consultant is expected to assist in onboarding and implementing the specific configurations of the Toast POS system, leveraging Toast best practices as well as documenting any deviations from best practices that were identified during the configuration phase of the rollout. They are accountable for creating & leading a rollout plan on the Toast product specific to the configurations of the system for their business and workflow.  The Consultant schedules the install, training and go-lives for each location to enable the entire restaurant staff on how to utilize the system to create operational efficiencies and positively impact the guest and staff experience.
• Cross-Functional Relationship Management - Making our largest customers successful is a huge team effort, so Onboarding Consultants will manage the rollout tracker and will work closely with cross-functional partners such as Sales, Restaurant Success, Business Operations, 3rd party integration companies etc to keep all groups and work on track. As the customer moves through the customer journey, the Onboarding Consultant is expected to ensure this transition goes smoothly and leverage our counterparts to ensure all customer needs are met and issues addressed. This role is also key in understanding lessons learned during early parts of the onboarding process and implementing those changes to continuously improve the customer experience.

Do you have the right ingredients*? 

• 3+ years of experience in project management or customer-facing implementation roles; restaurant experience a plus
• Proven track record of success in delivering complex projects, managing a rollout schedule and partnering with external clients to deliver on the promises committed to in the sales process 
• Ability to navigate ambiguity and operate independently
• Bias for action; performance driven with the confidence to operate independently
• Self-motivated and a natural problem solver
• Strong presentation skills required; customer training experience is a plus
• Strong written and verbal communication skills required

Our spread* of Total Rewards:

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.

*Bread puns encouraged but not required