Senior Customer Success Manager, SMB – On Demand, MLO (Mandarin)

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $95k - $152k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Toast

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2013

🍽️ Food & Beverage

💼 Consulting

📦 Logistics

Food & Beverage • Consulting • Logistics

Toast is a technology company that specializes in providing integrated software and hardware solutions for the restaurant industry. Their offerings include a comprehensive restaurant management platform that features point of sale (POS) systems, payment processing, online ordering, payroll management, and various operational tools designed to streamline restaurant operations. Toast's platform is tailored to meet the needs of diverse restaurant types, including quick service, full service, fast casual, fine dining, cafes, and food trucks. They also provide resources like industry insights and educational materials to support restaurant success.

📋 Description

• Live customer interaction! This role is all about meeting new customers, getting on camera & navigating strategically, efficiently and confidently. You can run a demo, deliver complex messaging in a simplified & concise manner and can redirect or transition conversations to accomplish your goals. • Self investment into technical knowledge growth - education minded in order to continuously support customer at scale • Data Driven - you leverage data to make informed decisions on behalf of the customer and the business • Ability to diagnose customer issues, develop strategies, and make leverage cross-functional partners • Payments + Credit Card Processing Knowledge is a must have - you’ll engage with customers to discuss their rates and how it impacts their business • Retain & grow SaaS revenue through consultative engagement and product recommendation by understanding needs of each customer, tech stack analysis & conversation. Hosting demos and discovery calls are included in this motion • Drive activation and adoption across Toast product suite by analyzing product module usage and leverage internal tools/customer marketing strategies/cross functional teams to deliver presentations, demos & facilitate trainings • Downsell & Churn Saves Motion - interacting with customers to understand and document pain points with guest modules, discuss contract terms and enable customers to best use our modules • Data entry, calendar hygiene and report building is vital to success in this role and is a crucial component on your daily activities • Confidently navigate all guest & pos modules & have a working knowledge of partners, EC & XC. • Act as the voice of customer by gathering feedback and insight to relay to internal partners & leadership • Actively look for opportunities to operate at scale

🎯 Requirements

• Fluent/Bilingual in Mandarin Chinese and English (written and verbal) • 5+ years of Account Management experience, responsible for customer satisfaction, churn mitigation and business operations • Case / Queue Management Experience - responsible for organization, data hygiene and prioritization management • Success operating independently and navigating competing priorities in a constantly changing environment • General technical proficiency using a variety of software • Proven track record of success in meeting and exceeding goals • Self starter & ability to work autonomously - ability to dive into complex customer scenarios and forge a path forward • Strong & Professional Virtual Presence - Excellent communication, organizational, and influencing skills (including written communication, negotiation and presentation skills) • Flexibility & adaptability - we move quickly and introduce change consistently - an open mind is key to success! • Problem solving mindset - critical & creative thinker and someone who thinks at scale - you towards the macro & are excited to work in a dynamic, fast paced environment.

🏖️ Benefits

• Learn more about our benefits at https://careers.toasttab.com/toast-benefits .