Customer Onboarding Consultant

Toast; Toronto; Hybrid; CAD 54,000 - 86,000; Full time

Job summary

Toast is seeking a Customer Onboarding Consultant to manage the onboarding journey for new clients in the hospitality sector. This role involves project management, customer relationship building, and ensuring successful implementation of Toast's solutions. Candidates should have strong communication skills and a background in customer-facing roles, with a passion for the restaurant industry.

Benefits

Competitive compensation and benefits

Support for a healthy lifestyle and flexibility

Qualifications

• 3+ years of experience in customer-facing roles, e.g., hospitality management.
• Proven success in delivering complex projects and managing client relationships.
• Ability to explain technical terms to non-technical customers.

Responsibilities

• Manage the onboarding process for new customers post-booking.
• Ensure installation dates are scheduled and timelines are met.
• Act as the primary contact for customers during the onboarding phase.

Skills

Customer Relationship Management

Project Management

Communication

Time Management

Presentation Skills

Job description

Toast is driven by building the all-in-one restaurant platform that helps restaurants operate their business, increase sales, engage guests, and keep employees happy.

Now, more than ever, the Toast team is committed to our customers. We’re taking steps to help restaurants navigate these unprecedented times with technology, resources, and community. Our focus is on building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love. And because our technology is purpose-built for restaurants, by restaurant people, restaurants can trust that we’ll deliver on their needs for today while investing in experiences that will power their restaurant of the future.

The Customer Onboarding Consultant serves as the main point of contact for the customer from the time that the account has been booked, through the onboarding phase of the customer journey. Day to day you will be expected to work with your customers setting them up for success through tasks such as delivering project kick off calls, scheduling install dates, working with the menu and guest teams, configuration tasks and overall acting as their project manager.

If you are passionate about customers, the hospitality industry, and are excited at the prospect of joining a small, growing team with lots of opportunities ahead and where you will have a direct impact on the future growth of our international business - read on!

More About this role:

• Project and Customer Management: The Customer Onboarding Consultant is the primary point of contact for all customers post-booking by Sales and will manage several onboarding engagements simultaneously. The Onboarding Consultant is tasked with managing the relationship with the customer while creating & executing a detailed onboarding plan. Effective time management is essential as they handle a large book of onboarding business in their region. They are also responsible for all communication with the customer during implementation, understanding their unique business needs, and building an onboarding plan to help them manage their restaurant efficiently.
• Implementation timelines and Scheduling: Responsible for ensuring all installation dates are scheduled and customer timelines are met.
• Post Live Relationship Management: Ensure smooth transition to post-onboarding phase and ongoing relationship management.
• Be a Toast Expert: Use all Toast resources to find solutions for your customers. You are considered the go-to person during onboarding, the Toast expert.

Requirements:

• 3+ years of experience in customer-facing roles, e.g., hospitality management
• Proven success in delivering complex projects, managing a book of business, and partnering with clients
• Ability to manage ambiguity and operate independently
• Comfortable in a fast-paced environment
• Self-starter with a growth mindset
• Excellent communication and influencing skills
• Strong time management and prioritization skills
• Strong presentation skills
• High integrity and values
• Ability to explain technical terms to non-technical customers
• Proven ability to manage customer relationships with varying influence levels

Nice to Haves:

• Experience in the technology industry
• Knowledge of the restaurant or hospitality industry
• Previous POS system experience
• Training & development experience
• Basic understanding of integrations & partners
• CRM experience

Total Rewards:

We offer competitive compensation and benefits, supporting a healthy lifestyle and flexibility. Learn more at Toast Benefits.

The starting pay rate is $54,000—$86,000 CAD. There is no range, just this fixed rate.

Diversity & Inclusion:

At Toast, our employees are our secret ingredient. We embrace diversity with authenticity, inclusivity, respect, and humility, creating equitable opportunities for all.

Work Model:

We embrace a hybrid work model fostering in-person collaboration while respecting individual needs. Learn more at Our Locations.

Apply Today:

Toast is committed to accessible and inclusive hiring. For accommodations, contact [e-mail].