Onboarding Consultant II, Retail

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.

About the role

The Retail Team is a newer vertical at Toast, building out our sales and servicing capacity to retail customers. As an Onboarding Consultant (Toast’s term for an Implementation Specialist), you serve as the customer’s relationship manager and primary point of contact from the time the account purchases Toast through the onboarding phase of the customer journey. You will work autonomously under an Onboarding Manager to achieve monthly activation goals, prioritize work based on customer needs and Toast requirements, and deliver high-quality customer interactions. To thrive in this role, you should be flexible, motivated by aggressive growth goals, and excel in ambiguous environments.

Responsibilities

• Leverage Toast product knowledge and project management skills to partner with retail business owners during the Go-Live phase, building onboarding plans that ensure a high-quality implementation experience within timeline and budget.
• Create best practices for managing daily business operations by enabling business owners and staff to utilize Toast, including management of labor, inventory, and guest relationships.
• Conduct remote site assessments to determine the networking needs of clients prior to installation and communicate those needs to project resources.
• Perform onboarding remotely while documenting the installation of the Toast POS system, observe Toast best practices, and document any deviations identified during the design phase.
• Create and lead an onboarding training plan for the entire retail staff on how to leverage the Toast product configured to their business and workflow, focusing on operational efficiencies that positively impact customer and staff experience.
• Manage several onboarding engagements simultaneously, including large books of onboarding business (45+ retail businesses) in your region.
• Ensure a smooth transition and provide post-live remote guidance, troubleshoot problems, or offer follow-up training during the customer’s first 30 days of usage.

Requirements

• 4+ years of experience in a role responsible for customer satisfaction and business operations (e.g., retail store manager).
• 1+ years of experience in a project management or implementation role working with cross-functional teams and managing multiple priorities.
• Success operating independently and navigating competing priorities in a constantly changing environment.
• Skilled in project management tools such as Salesforce, Asana, and Google Workspace, with strong organizational discipline.
• Proven track record of success in meeting and exceeding goals.
• Excellent communication, organizational, and influencing skills.

Skills

Nice to haves:

• Strong understanding of POS systems, integrations, and retail operation workflows (a plus for candidates from hospitality or retail SaaS).
• Experience working in the tech industry or for a SaaS company.
• Training, teaching, or development experience.
• Sales and objection handling experience.
• Located in a Pacific or Mountain time zone.

AI at Toast

At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture.

Pay

The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits.

• Zone A: $75,000—$120,000 USD
• Zone B: $65,000—$104,000 USD
• Zone C: $59,000—$94,000 USD

Learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy.

Benefits

We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at Toast Benefits.

Schedule

We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region.