The opportunity
Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.
What you'll do
Staff a dedicated high-volume Account Strategy phone and chat line with: adherence to service levels and schedule, engaging customers in real-time to understand their needs and ensure they are set up for long-term success on Toast
Lead consultative, value-based retention conversations tailored to each: customer's unique business and tech stack, helping them realize the full potential of the Toast platform
Navigate complex customer conversations with professionalism, empathy, and: confidence — including objection handling, competitive discussions, and contract and pricing negotiations
Diagnose customer needs quickly and identify the best path forward to help: each customer continue to grow and succeed with Toast
Accurately document interactions, outcomes, and customer feedback with strong: attention to data hygiene, case management, and reporting
Leverage data, account insights, and internal tools to inform retention: strategies and real-time decision-making
What they're looking for
- Act as the voice of the customer, surfacing insights and competitive trends: to internal partners and leadership to continuously improve the customer experience
- Operate in a focused, repeatable motion designed to work at scale while: delivering exceptional, personalized customer experiences
- Collaborate cross-functionally with Sales, Support, Product, and Finance to: drive customer outcomes and support escalation paths
- + years of Account Management, Customer Success, or retention-focused: experience with a track record of driving positive customer outcomes