Manager, SMB Customer Success Account Strategy Team

Related keywords: account manager remote jobcustomer success manager remote jobcustomer service remote job

Overview

Toast, a technology company focused on assisting restaurants and local businesses in adapting to the digital landscape, is on the hunt for a Manager to oversee its SMB Customer Success Account Strategy Team. This role aims to enhance real-time customer engagement and promote account growth, thereby ensuring that customers receive the necessary support and strategies to thrive in a competitive market.

Job Role and Responsibilities

As the Manager of the SMB Customer Success Account Strategy Team, your primary responsibilities will include:

• Leading a team of Customer Success Managers (CSMs) who are responsible for addressing customer issues and fostering growth strategies.
• Engaging with customers in real-time to enhance their experience with Toast's technologies and solutions.
• Focusing on increasing customer retention and satisfaction, thereby driving long-term growth for both customers and the company.
• Utilizing data-driven insights to inform team performance, coaching, and customer engagement strategies.

Required Skills

Candidates should possess a strong skill set that includes:

• 5+ years of experience in areas such as Customer Success, Account Management, or similar customer-facing roles, showcasing a deep understanding of customer needs and expectations.
• Proven leadership abilities, whether through direct management experience or significant coaching contributions in a team-oriented environment.
• Proficiency in working within high-volume customer interaction settings and maintaining service levels.
• Strong coaching capabilities to enhance team member performance through consistent feedback and development planning.
• Exceptional skills in negotiation, influencing, and objection handling, enabling smooth resolutions to complex customer scenarios.

Candidates must also demonstrate a data-driven mindset and a strong capacity for communication, organization, and prioritization in fast-paced environments. The ability to foster accountability while cultivating trust and engagement within the team is a critical aspect of this role.

Salary and Benefits

While specific salary information was not disclosed in the job listing, potential candidates can expect competitive compensation that reflects their experience and contributes to a total rewards package aimed at benefiting employees and their families. Benefits likely include:

• Comprehensive health insurance offerings.
• Flexible work arrangements, catering to the varying needs of employees.
• Incentives tied to performance, providing opportunities for significant earnings potential.

Work Environment

This position is targeted at individuals residing in the United States and offers a full-time commitment, indicating that the role is likely structured to encourage significant involvement in managing customer relationships and team dynamics. The remote nature of this position allows for flexibility, supporting a work-life balance that is increasingly valued by modern professionals.

Conclusion

Working at Toast presents a unique opportunity to impact the restaurant and local business sector significantly. The Manager of the SMB Customer Success Account Strategy Team will play a vital role in shaping customer experiences, enhancing account performance, and leading a dedicated team.

As companies evolve in the digital world, having the right leadership in place to guide customer success is imperative. This position is a calling for individuals who not only have the required qualifications but also possess a meticulous drive to foster customer loyalty and a positive user experience. If you are passionate about driving success in customer interactions and possess a mindset geared towards continuous improvement, this role may be the perfect fit.

This job offer was originally published on himalayas.app