Senior Manager - Global Customer Care
- Toast
- 5 - 10 years
- Bengaluru
- 9 months ago
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Job Description
- Manage a team of Care Managers directly and Care agents indirectly to deliver exceptional customer experience with Live Toast customers.
- Align customer service level standards, activities and initiatives to support and improve performance to achieve organization objectives.
- Ensure systems are in place and are utilized. Reporting service metrics, including customer feedback and trends. Create, communicate and follow through on action plans.
- Collaborate cross-functionally with multiple departments across Toast, to drive the highest levels of customer success throughout the post-live customer journey.
- Constantly identify new and improved ways to deliver delight across customers.
- Team engagement, create professional development opportunities, product training and change leadership with evolving responsibilities.
- Work with implementing and improving reports, workflows, dashboards, emails templates the team communicates with,and more.
- Handle escalated customer issues directly from the Senior Leadership Team.
- Manage the use of Salesforce.com, Netsuite, and all related applications.
- A minimum of three year degree in any area, or any other related discipline
- 5+ years in Customer Success or SaaS based roles
- 5+ years experience successfully leading managing teams
- Experience working on large cross-functional initiatives with other departments
- Excellent communication, interpersonal and writing skills
- Love for developing people in a high growth environment
- Enthusiastic about technology with demonstrated technical aptitude
- Strong project management skills and an ability to multitask
- Creative, analytical and execution-oriented
- Ability to effectively operate both strategically and tactically
- Restaurant, SaaS or FinTech experience is a plus.
Job Classification
Industry: Software ProductFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success ManagerEmployement Type: Full timeContact Details:
Company: ToastLocation(s): Bengaluru
Keyskills: Product training Service level Analytical Project management SAAS Salesforce.com Customer relationship Customer service Management Customer experience
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Toast
Toast, Inc. is a cloud-based restaurant management software company founded in 2012, offering an Android-based point of sale (POS) system for restaurants and bars. The company went public in 2021 and is valued at around $20 billion. Toast is used in approximately 120,000 US restaurants and expande...
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