Onboarding Consultant I, Retail

About the Role

Toast develops technology solutions to empower restaurants and local businesses in thriving digitally by supporting business operations, increasing sales, engaging customers, and maintaining employee satisfaction.

Key Responsibilities

• Act as the primary relationship manager and point of contact throughout the customer onboarding journey, working independently under an Onboarding Manager to meet monthly activation targets.
• Plan and execute onboarding strategies for retail clients to deliver a seamless implementation experience within established timelines and budgets.
• Conduct remote site evaluations to assess networking requirements before installation, and communicate details to project teams.
• Remotely oversee the installation and configuration of the Toast POS system, documenting adherence to best practices and noting any deviations identified during project design.
• Develop and deliver comprehensive onboarding training programs for retail staff focusing on product utilization and operational efficiency that enhances customer and employee experience.
• Simultaneously manage a large portfolio of onboarding engagements, handling 45 or more retail businesses within your assigned region.
• Provide continued support during the customer's initial 30 days post-go-live through remote guidance, troubleshooting, and additional training as needed.

Required Qualifications

• A minimum of 3 years' experience in roles focused on customer satisfaction and business operations, such as retail store management.
• Proven ability to work independently and effectively prioritize amid a dynamic, evolving environment.
• Demonstrated success in achieving and exceeding performance goals.
• Strong communication, organization, and influencing capabilities.

Preferred Skills and Attributes

• Familiarity with POS systems, integrations, and retail workflows, especially in hospitality or retail SaaS sectors.
• Experience in project management or implementation roles collaborating with cross-functional teams and juggling multiple priorities.
• Proficiency with project management software such as Salesforce, Asana, and Google Workspace, exhibiting disciplined organizational skills.
• Background in the technology industry or SaaS environments.
• Experience in training, teaching, or developmental roles.
• Skills in sales and handling objections.
• Residency in Pacific or Mountain time zones is desirable.

Company Values and Additional Information

Toast emphasizes continuous learning and embraces AI tools across all departments to accelerate innovation and improve quality. The company supports a hybrid work culture fostering collaboration and understanding individual needs.

Diversity and inclusion are fundamental to our ethos, celebrating a broad spectrum of backgrounds to cultivate equitable opportunities and enhance experiences.

Compensation & Benefits

Base salaries vary by geographic zones:
Zone A: $70,000–$80,000 USD
Zone B: $60,000–$70,000 USD
Zone C: $55,000–$65,000 USD
Additional components include overtime, bonuses/commissions (if applicable), equity, and comprehensive benefits tailored to support a balanced lifestyle.

Legal and Accessibility Notice

Toast is committed to inclusive hiring practices and will provide reasonable accommodations for candidates with disabilities upon request. In Massachusetts, it is illegal to require lie detector tests as a condition of employment.