Field Customer Success Manager II, SMB - Field - New York, NY

As a Field Customer Success Manager II at Toast, you will engage directly with customers, driving product adoption and satisfaction. Responsibilities include building strong relationships with SMB clients, collaborating with various internal teams, and leveraging your understanding of Toast's product suite to deliver tailored recommendations. You’ll be instrumental in analyzing product usage, facilitating training, and uncovering opportunities for upselling and expansion.

To be successful as a Field Customer Success Manager II at Toast, applicants should have at least 2 years of experience in Account Management or Sales, alongside a proven track record of achieving goals in dynamic environments. You'll need excellent communication skills, a high technical aptitude, and the ability to think critically, adapting strategies to meet the diverse needs of customers.

While the essential skills for a Field Customer Success Manager II at Toast include strong organizational abilities and problem-solving mindsets, additional skills such as experience with POS systems, CRM software like Salesforce, and familiarity with G-Suite or Slack can enhance your profile. Adaptability and a consultative approach to client interactions are crucial for success in this role.

Toast is committed to personal and professional growth. As a Field Customer Success Manager II, you will have access to resources aimed at enhancing your skills, from training on the latest toast technologies to opportunities for cross-functional collaboration. The company encourages continuous learning and offers a supportive environment to navigate your career.

At Toast, we pride ourselves on a hybrid culture that values collaboration and inclusivity. Field Customer Success Managers enjoy a flexible work environment that allows them to connect with clients remotely and in-person. The culture here fosters a sense of community, ensuring employees are supported while promoting diversity and equity in the workplace.

When answering this question, focus on a specific instance where you identified the customer's needs, actively listened, and provided tailored solutions that led to a positive outcome. Highlight your interpersonal skills and adaptability in resolving the situation.

Demonstrate your organizational skills by explaining how you assess priorities based on customer needs, opportunity size, and deadlines. Discuss tools or methods you use, such as task lists or customer management software, and emphasize your ability to remain flexible in a dynamic environment.

Explain your approach to understanding customer goals and tailoring product education to meet those objectives. Mention utilizing analytics to identify usage trends and providing hands-on demonstrations that showcase the value of Toast’s offerings.

Showcase your problem-solving skills by outlining how you would listen actively to their concerns, analyze their feedback, and collaborate with internal teams to find a resolution. Emphasize the importance of empathy and follow-up to ensure the customer feels supported.

Discuss any relevant experience you have in a SaaS environment or the restaurant industry. Share specific tools or strategies you've used in your past roles to drive customer engagement and satisfaction, aligning your experience with Toast’s offerings.

Mention your commitment to continuous learning through industry research, attending webinars, and participating in professional networks. Highlighting your engagement with platforms that provide insights into current trends can demonstrate your proactive approach.

Outline your strategies for tailoring training sessions based on varying customer skill levels. Emphasize your communication skills and your ability to engage clients, ensuring they understand the product's features and can apply them effectively.

Provide an example that showcases your initiative and dedication to customer service. Highlight what actions you took and the long-term impact on the customer relationship, showcasing your value as a Field Customer Success Manager.

Demonstrate your openness to feedback by explaining how you view it as an opportunity for growth. Discuss how you gather feedback, analyze it, and implement changes that not only address concerns but also improve the overall customer experience.

Highlight your understanding of Toast’s core values and unique offerings. Discuss its focus on customer empowerment and the ways its platform specifically addresses pain points in the restaurant industry, showing your enthusiasm for the brand and its mission.