Field Customer Success Manager II, SMB - Field - LA/San Diego, CA

The Field Customer Success Manager II at Toast plays a crucial role in ensuring customer satisfaction and driving product adoption. Responsibilities include building strong relationships with SMB customers, collaborating with various internal teams to pursue revenue growth opportunities, and providing strategic recommendations tailored to the needs of each customer. You will also be responsible for facilitating product training, troubleshooting issues with the POS, and looking for ways to drive customer engagement and referrals.

To qualify for the Field Customer Success Manager II role at Toast, you should have at least 2 years of experience in account management, sales, or a similar role where customer satisfaction and business operations are key responsibilities. A technical aptitude for quick learning and understanding of POS systems is beneficial, along with strong communication and problem-solving skills. Experience in the tech or SaaS industries, coupled with familiarity with tools like Salesforce and G-Suite, would be advantageous.

Essential skills for a Field Customer Success Manager II at Toast include excellent communication abilities, strong relationship-building skills, and a consultative approach to customer interactions. You should possess a critical thinking mindset to identify growth opportunities and have the flexibility and adaptability to thrive in a fast-paced environment. A good understanding of POS systems and the ability to demonstrate product value to your customers will also be vital.

Toast fosters a supportive work environment for its Field Customer Success Managers by promoting a hybrid work model that values collaboration while considering individual needs. The company is committed to diversity, equity, and inclusion and aims to empower employees by providing opportunities for growth, fair compensation, and a culture that encourages authentic connections. This enables Customer Success Managers to perform their roles effectively and thrive both personally and professionally.

Yes, the Field Customer Success Manager II position at Toast requires some travel, specifically up to 10% locally for customer site visits. This includes activities such as pre-live meet-and-greets and post-live technical consultations. However, travel requirements will depend on the proximity and availability of your customers, ensuring that you have the flexibility to manage your time effectively.

When discussing your experience in account management, it's important to highlight specific examples where you've built relationships, resolved customer issues, and contributed to revenue growth. Explain how you identified customer needs and tailored your approach to meet those needs effectively.

When faced with difficult customer situations, it’s essential to remain calm and empathetic. Share examples of how you listened to customer concerns, validated their feelings, and worked collaboratively to find a solution, showcasing your problem-solving skills and commitment to their success.

To drive product adoption, I ensure customers understand the value of our products by conducting thorough training sessions and providing ongoing support. I also leverage data analytics to track usage patterns and help customers see how our tools can solve their challenges, ultimately facilitating higher engagement.

In a dynamic environment, prioritization is key. I utilize effective time management techniques, such as the Eisenhower Matrix, to determine which tasks require immediate attention versus those that can be scheduled. Communicating with my team about priorities ensures we stay aligned and focused on delivering value to our customers.

In my previous roles, I used Salesforce to manage customer data, track interactions, and monitor sales opportunities. I appreciate how CRM tools provide insights into customer behavior, allowing me to personalize my approach and enhance the overall customer experience by being proactive and informed.

I once implemented a feedback loop with a key client, allowing them to voice concerns and suggestions regularly. By acting on their feedback and making adjustments to the service, we saw a marked increase in their satisfaction levels, which was reflected in their renewal and referral rates.

To conduct a successful customer training session, I would first assess the customer's familiarity with similar products and tailor the content accordingly. I would incorporate engaging visuals, step-by-step demonstrations, and allow for hands-on experience, ensuring that the session is interactive and addresses any specific questions customers may have.

Effective communication involves being clear, concise, and empathetic. I believe in actively listening to customers' needs, providing timely responses, and ensuring transparency in our interactions. Additionally, adapting my communication style to suit the customer's preferences contributes to a more personalized relationship.

I approach upselling and cross-selling by first ensuring I have a deep understanding of the customer's business goals. Once I assess their needs, I present additional products or services that genuinely align with their objectives, demonstrating how these offerings can drive further success for them.

I am interested in the Field Customer Success Manager II role at Toast because I admire its commitment to transforming the restaurant industry through innovative technology. I am passionate about helping businesses thrive and believe that my skills in building relationships and driving customer success will contribute to Toast's mission of helping restaurants succeed.