Director, Internal Enablement, Customer Success
Share
Job Location:
Boston, NH - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
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.
The Director of Internal Enablement is a senior leader responsible for equipping Toasts Support and Customer Success teams to deliver a high-quality consistent and efficient customer experience by accelerating the role readiness and role mastery of our Toasters.
This leader owns the vision operating model and execution of enablement in critical areas: New Hire Enablement (focused on improving time-to-productivity) and Continuous Enablement/Everboarding (continuous development of tenured Toasters). This is a highly-visible role that will work closely with leaders across Toast to translate business goals into role-based competencies product proficiency (and mastery where relevant) as well as process/tool adoption while using enablement metrics to identify measure and improve Toaster and Customer impact.
A day in the life (Responsibilities)
- Own the enablement vision and operating model defining the teams charter strategy and priorities.
- Establish and run a transparent data-driven intake and prioritization process for enablement requests and opportunities. Diagnose root causes and route non-enablement issues (process product policy tooling) to the correct owners.
- Shorten time-to-productivity for new hires by establishing the right skills and behaviors and enabling Toasters on critical tools and processes.
- Advance role mastery for tenured Toasters through ongoing skill development and programmatic enablement strategies.
- Refine the strategy for enabling agents on in-the-moment and reactive call volume drivers like outages and bugs.
- Define and optimize enablement inputs - what we deliver when we deliver it and how Toasters engage - to improve Support outcomes (Customer Satisfaction Score and Time To Resolve) and Customer Success outcomes (Net Revenue Retention Product Adoption and Churn)
- Establish and continuously refine roadmaps built with stakeholders. Implement projectmanagement norms with clear success metrics tied to quantified business outcomes.
- Serve as a trusted partner to Customer Success leadership and crossfunctional teams to support Toasts transformation into a global multiproduct enterprisegrade business ensuring Toasters can deliver great experiences during rapid change.
What youll need to thrive (Requirements)
- Experience leading teams and setting the strategic vision with a strong focus on operational excellence.
- Excels at scoping roadmapping and cross-functional execution of programs with clear milestones and owners to deliver projects on time and within scope.
- Capable of working with a diverse set of stakeholders across departments and organizational levels.
- Deep understanding of how frontline Support agents and Customer Success Managers operate day to day.
- Extensive experience with learning strategy design and training facilitation best practices.
- Able to establish credibility and trust with managers and frontline employees using strong communication to explain the why behind enablement as a critical part of building a great customer experience.
- Excited to work with a global team that spans time zones and cultures
AI at Toast
At Toast one of our company values is that were 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; its a core part of our culture.
Our Total Rewards Philosophy
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 base salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to base salary our total rewards components include cash compensation (overtime bonus/commissions if eligible) benefits and equity (if eligible).
Key Skills
- Presentation Skills
- Data Analytics
- Risk Management
- Financial Services
- COSO
- GAAP
- Fraud
- Accounting
- SOX
- Quality Management
- Internal Audits
- Leadership Experience
About Company
Toast is a restaurant point of sale and management system that helps restaurants improve operations, increase sales and create a better guest experience.
