Manager, Client Implementation Toast
Chicago, IL

Job Description

Job Summary:

The Implementation Manager position is responsible for leading a team of Implementation Engineers and working in close partnership with Sales Managers and Services Leadership. In this role, the Manager is expected to hire and train new personnel, provide ongoing coaching and support to ensure success both in productivity and quality targets outlined by the business. Furthermore, this role is responsible for achieving and ensuring consistent delivery of the team's goals as they pertain to productivity, resource utilization and other corporate metrics.

Job Responsibilities:

* Understand historical performance in order to effectively plan and coordinate for the future
* Interview, hire, develop, coach and support Implementation Engineers
* Perform weekly or bi-weekly 1:1 meetings and performance reviews for direct reports
* Ensure that Toast "best practices" are consistently adhered to, offer insight to further develop and enhance existing "best practices"
* Work closely with Services Leadership in the continued evolution and maintenance of the existing process, infrastructure, and systems.
* Work to maintain a high level of employee happiness while reaching increasingly high company targets
* Manage customer expectations and contribute to a high level of customer satisfaction
* Assists in resolution of customer escalations to achieve high levels of customer satisfaction
* Monitor customer, market and competitor activity and provide feedback to company leadership
* Potential for travel for in-person meetings with team, customers and partners, to develop and nurture key relationships
* Collaborate on process improvement initiatives
* Utilize data to manage and improve quality, speed, utilization, productivity and customer satisfaction

Experience/Qualifications:

* Experience managing a diverse team of resources
* Experience in Process Improvement and Project Management
* Excellent communication skills - verbal and written
* Experience using data to meet and exceed objectives
* Demonstrates attention to detail and strong organization skills
* Ability to problem solve and troubleshoot in a timely manner
* Experience with Salesforce or other CRM tools to drive effective use and problem solving.
* Adaptability and strong work ethic
* Knowledge, understanding and empathy for the unique and diverse requirements.
* Ability to work in a fast paced and ever changing environment