Field Customer Success Manager II, SMB - Columbus, OH
About the position Responsibilities • Work closely with cross-functional partners in New Business Sales, Onboarding and Growth Sales Leadership to ensure proper alignment on pursuing opportunities for revenue growth • Work closely with cross-functional partners in Product, BizOps, Care, Education and Professional Services to drive the highest levels of customer success throughout the customer journey • Build relationships and trust with customers through thoughtful attention and advocacy to drive the customer flywheel and increase referral opportunities • Retain & grow SaaS revenue through consultative engagements and new product recommendations tailored to the specific needs of each customer • Drive activation and adoption across Toast product suite by leveraging internal tools & resources to analyze product usage, demonstrate value & facilitate trainings • Confidently navigate all Toast POS modules & have a working knowledge of our partner landscape • Leverage Toast product knowledge to facilitate customer demos, troubleshoot basic functions of the POS and ensure the customer is getting the most out of Toast • Ask discovery questions to uncover growth opportunities, referrals and location expansion • Actively look for opportunities to operate at scale, including collaborating with cross-functional partners • Up to 10% travel locally for customer site visits with activities ranging from pre-live meet & greets to post-live technical consultations Requirements • 2+ years of Account Management, Sales or equivalent experience, responsible for customer satisfaction and business operations • Success operating independently and navigating competing priorities in a constantly changing environment • High technical aptitude allowing for quick learning and adoption of technical concepts and language • Proven track record of success in meeting and exceeding goals • Excellent communication, organizational, and influencing skills • Flexibility & adaptability • Problem solving mindset, ability to think critically Nice-to-haves • 1+ years of experience using a POS (Point of Sale) software, ideally in the service or industry • Experience working in the tech industry or for a SAAS company • Experience with Salesforce CRM, MS Office, G-Suite, and Slack Benefits • Competitive compensation and benefits programs • Flexibility to meet Toasters' changing needs • Diversity, Equity, and Inclusion initiatives • Hybrid work model fostering in-person collaboration Apply tot his job