Job Description
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.
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!
The xtraCHEF by Toast product line is centered around the restaurant backoffice. Through products like the AP Automation, Inventory, Recipe and Bill Payment, xtraChef by Toast helps restaurant operators manage their food cost and improve productivity. We are seeking customer champions who are excited to execute intricate product implementation for a large customer backlog.
What you’ll do (Responsibilities)
- Leverage your Restaurant operations knowledge and project management skills to partner with restaurant owners through implementation of our product line.
- Enable restaurant owners and management teams to utilize xtraCHEF by Toast to create best practices for managing your daily restaurant operations - including daily sales reports and food costs.
- Create & lead a customer’s implementation plan from kickoff to activation, ensuring customers hit targeted milestones..
- Manage several onboarding engagements simultaneously, including large books of onboarding business (80+ restaurants) in your backlog.
- Ensure the transition goes smoothly and guide the customer through their initial usage by providing post-activation guidance or follow-up training.
- Adapt onboarding and educational materials into Mandarin to ensure a seamless experience for non-English speaking stakeholders
What you’ll need to thrive (Requirements)
- Bilingual/Fluent in Mandarin & English required, both written and verbal
- 3 + years of experience in a role responsible for customer satisfaction and business operations, including management of long-term customer relationships (4-6 weeks or more)
- Experience with COGS (Cost of Goods Sold) and inventory analysis in Food & Beverage or Hospitality Industries
- Comfortable utilizing direct outreach via phone to guide customers through the implementation lifecycle
- Success operating independently and navigating competing priorities in a constantly changing environment
- Proven track record of success in meeting and exceeding goals, including backlog hygiene and high quality customer interactions
- Excellent communication, organizational, time management, 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 with customer retention
- Experience working in the tech industry or for a SAAS company
- Experience implementing restaurant focused software
- Experience being part of new product launches
- 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.
The starting pay rate for this role is below. Please note that there is no range for this role; the rate listed below is the only rate. You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy.
Zone A
$70,000—$80,000 USD
Zone B
$60,000—$70,000 USD
Zone C
$55,000—$65,000 USD
How Toast Uses AI in its Hiring Process
Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people.
Diversity, Equity, and Inclusion is Baked into our Recipe for Success
At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences.
We Thrive Together
We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast.
Apply today!
Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [email protected].
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For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
