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 Onboarding Consultant role is responsible for managing a book of business (80+ restaurants) within their assigned Region. They are expected to work autonomously under an Onboarding manager to complete expected goals for numbers of projects taken live per month, self managing and prioritizing what they work on based on customer need and Toast requirements.
The Onboarding Consultant must be comfortable with ambiguity and work flexibly in a business with aggressive growth goals. Leveraging their Toast product knowledge and project management skills, they will partner with restaurant owners in order to build out a onboarding plan that will produce a high quality implementation experience within timeline and budget constraints.
About this roll* (Responsibilities)
Customer Relationship Manager (30%): The Onboarding Consultant is the primary point of contact for all clients post booking by sales. The Onboarding Consultant is chartered with managing the relationship with the client while creating & executing a detailed onboarding plan. The Onboarding Consultant is also responsible for managing all communication with the client during the Go-Live phase. During this phase of the customer journey, the Onboarding Consultant works closely with the client in order to understand their unique business needs and to build out an onboarding plan that will allow them to manage their restaurant business efficiently and effectively. The Onboarding Consultant enables restaurant owners and staff to utilize Toast to create best practices for managing their restaurant payroll operations – this includes paying staff on a regular cadence, enabling employee self service, and setting up any pertinent modules (e.g Time Away From Work)
Onboarding & Training (30%): The Onboarding Consultant is responsible for setting up client databases utilizing information from the previous payroll provider or data provided by the client. The Onboarding Consultant will configure the Payroll system to the customers' unique setup needs in order to maximize the benefits of their toast purchase, such as decreasing payroll processing time, streamlining POS hours, and increasing efficiency.
Project Management (30%): Leveraging their strong project management skills, the Onboarding Consultant will manage several onboarding engagements simultaneously. Effective time management is an essential skill for all Onboarding Consultants as they are responsible for a large book of onboarding business and the restaurant industry is significantly time constrained.
Post Live Relationship Management (10%): As the client is transitioned over into the post-onboarding phase of the customer journey, the Onboarding Consultant is expected to ensure this transition goes smoothly and therefore is available to assist and guide the customer during their first several days of usage by providing guidance through questions or troubleshooting problems. This could take place in the form of email correspondence, sending additional educational resources, or holding follow-up training.
Do you have the right ingredients*? (Requirements)
- Bilingual – fluent in Mandarin and English
- 3 + years of experience in customer facing roles in technology industry required; restaurant experience a plus
- Previous Payroll systems experience preferred
- Proven track record of success in delivering complex projects in the technology industry, managing a book of business and partnering with external clients to deliver on the promises committed to in the sales process
- Ability to manage ambiguity and operate independently
- Bias for action; performance driven with the confidence to operate independently
- Excellent communication (written & verbal) and influencing skills
- Strong presentation skills required; training & development experience is a plus
*Bread puns encouraged but not required
Our Spread* of Total Rewards:
- Unlimited Vacation
- Sabbatical opportunity after five years
- Professional Development Reimbursement Program
- Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
- Various peer and company recognition programs
- 401(k) and matching
- Medical, Dental, & Vision Coverage
- Mental Health Benefits
- Subsidized backup childcare
We are Toasters
Diversity, Equity, and Inclusion is Baked into our Recipe for Success.
At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.
The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.
Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.
Bready* to make a change? 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].
For roles based in the United States: As part of our commitment to the health and safety of our employees and their families, all individuals entering our US workspaces are required to provide proof of full vaccination against COVID-19 unless they have an approved medical or religious accommodation.