Franchise Success Manager II, ENT

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 The Franchise Success Manager (CSM II) manages and supports a portfolio within the Toast enterprise segment. The Franchise Success Manager will partner with a team of Principal Customer Success Managers with the goals of driving net revenue retention, increasing customers trust and satisfaction, and deliver a premium experience to all customers within their book of business to ensure they are getting the most out of their investments. The majority of time spent will be on 1:1 proactive engagement with Toast customers, completing follow up communications and administrative work associated with each call. This team will also be expected to create Toast advocates and identify areas of risk within their book of business. This feedback ensures that the Principal Strategy Consultants are able to best understand, and ultimately translate, customers’ goals and priorities into strategic action and recommendations. Help the Customer Success Services team succeed by demonstrating the following four key priorities with a hospitality mindset- Relationship Builder, Customer Obsessed, Product Resource, Revenue Producer and Protector. With the ultimate goal of thriving customers, your responsibilities will include, but are not limited to, fostering customer relationships, partnering with key internal and external stakeholders to develop and support high performing restaurants, quarterbacking inquiries and escalations to increase customer satisfaction, as well as many other functions. What you'll do (Responsibilities) Work cross functionally to ensure the current and future success of key Toast customers Be the voice of the customer to help improve Toast sales, onboarding, and support Earn the trust of our customers and partners to build in-depth relationships by having a complete understanding of their business goals and objectives Provide real time guidance to customers that empower and enable them to complete certain requests as a selfservice Assist in driving key metrics that improve the experience of customers and shared partner stakeholders Manage the inbound channel of customer requests in an organized, detailed oriented manner while leading with empathy Leverage various methods of outreach to increase engaged customer connects Have deep understanding of Toast product suite and ability to demo and discuss features and benefits to ensure customer is getting the most out of the product Retain and grow SaaS revenue through both proactive and reactive engagement by utilizing product recommendations of Toast first party and partner products What you'll need to thrive (Requirements) 4+ years account management OR program coordination experience required Proficient in G-Suite, Salesforce, Slack and MS Office Suite Ability to always lead with empathy with our partners and mutual customers Highly motivated and passionate about the restaurant industry, while having a general understanding of the Toast Product Suite Ownership mindset, flexibility toward dynamic change Detailed oriented with the ability to deliver clear outcomes Ability to perform in a fast paced environment Strong organization skills and time management skills What will help you stand out (Non-essential Skills/Nice to Haves) Experience working in the tech industry or for a SAAS company Experience working in the restaurant industry 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 th ... (truncated, view full listing at source)