Onboarding Consultant I, Emerging Markets - Spanish Speaking
About the position 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 Emerging Markets Team is a new venture from Toast, building out our sales and servicing capacity to customers whose primary language is Spanish. As an Onboarding Consultant with our Emerging Markets team, 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!
Responsibilities
- Leverage your Toast product knowledge and project management skills to partner with restaurant owners during the Go-Live phase, and build out onboarding plans that will produce a high quality implementation experience within timeline and budget.
- Create best practices for managing daily restaurant operations by enabling restaurant owners and staff to utilize Toast - this includes management of labor and food costs, table turn time and guest relationships.
- Responsible for conducting remote site assessments to determine the networking needs of our clients prior to installation and communicate those needs to the project resources.
- Perform onboarding remotely while documenting the installation of the Toast POS system, observe Toast best practices as well as document any deviations from best practices that were identified during the design phase of the project.
- Create & lead an onboarding training plan to the entire restaurant staff on how to leverage the Toast product configured to their business and workflow with a focus on operational efficiencies that positively impact the guest and staff experience.
- Manage several onboarding engagements simultaneously, including large books of onboarding business (80+ restaurants) in your region.
- Ensure the transition goes smoothly and that you are available for remote Go-Live support to assist and guide the customer during their first several days of usage by providing post-live remote guidance, troubleshoot problems or follow-up training.
Requirements
- Bilingual/Fluent in Spanish & English required
- Experience in the Restaurant or Hospitality Industry
- 3 + years of experience in a role responsible for customer satisfaction and business operations, for instance a Restaurant GM
- Success operating independently and navigating competing priorities in a constantly changing environment
- Proven track record of success in meeting and exceeding goals
- Excellent communication, organizational, and influencing 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 working in the tech industry or for a SAAS company
- Training, teaching, or development experience