Senior Engineering Manager Customer Success
Senior Engineering Manager Customer Success
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1 Vacancy
Job Description
Toast is driven by building the restaurant platform that helps restaurants adapt take control and get back to what they do best: building the businesses they love.
As a Senior Engineering Manager focused on Customer Success you will be accountable for the delivery of solutions supporting business goals releasing features that drive value for our internal teams and Toast customers. Leading a highly skilled and fastpaced team of Engineers you will be responsible for validating technical decisions and guiding the team in building scalable technology. You will seek engagement with business stakeholders demoing solutions to gather feedback as often as possible as part of our agile delivery framework. When the time comes to test our solutions for quality you are managing the engagement of our development teams with their QA counterparts ensuring testing is robust enough to provide confidence in release. When issues are found including those in our production environments you are providing oversight and guidance to the teams root causing and developing the fixes. This role will have a wide area of ownership supported by key Senior engineers starting with Master Data Management for our Product to the core workflows of our Customer Care Agents Onboarding Consultants and broader Toast Team in addition to the Knowledge Management ecosystem. You will be a critical leader for the team and deliver high impact with great opportunity for future growth.
About this roll* (Responsibilities)
- Manage the daily activities of Engineers who are delivering new features and enhancements critical to Toasts business growth.
- Oversee technical delivery operations for all Customer Success systems including Salesforce Intercom Five9 NICE WFM Medallia multiple 3rd Party Integrations and other fit for purpose CS and Knowledge Management solutions and provide leadership activity planning and direction to complete team tasks produce the required deliverables track/resolve issues and meet delivery milestones and mentor team members by identifying/developing opportunities for individual growth and setting a positive example for working in a team environment.
- Review deliverables for the team and contribute handson to complex delivery efforts. Specifically provide Code Review expertise actively reviewing solutions from the engineering team across platforms and tools under your ownership area and facilitate release planning and capacity planning for the teams initiatives.
- Lead collaborative discovery and ceremonies for engineering research design and quality assurance peers.
- Define a wellarticulated vision for the short and longterm technical roadmap of the domain; ensure that the impact aligns with the team and company strategy. To do this you will: Incorporate prior experience to shape the technical vision of the team build and maintain team technical roadmap utilizing planning tools and actively manage technical debt and prioritize foundational work to ensure growth and change are not inhibited.
- Communicate clearly knowledgeably and transparently with cross functional stakeholders at all levels (including and especially Customer Success leaders and team members) to build trusted relationships that allow our engineers the freedom to experiment. This will require you to: Partner with Stakeholders in evaluating new technologies ensuring they fit into our stack and meet the needs identified within the Discovery process confidently leverage preeminent domain expertise in service of team decisionmaking sharing tradeoffs with stakeholders where it helps to drive shared understanding and continually evolve domain knowledge through ongoing customer competitor and market research sharing the takeaways with your team and our business partners.
Do you have the right ingredients* (Requirements)
- Experience delivering high impact Customer Success initiatives as part of/leading a technical team.
- Bachelors degree in Computer Science or equivalent experience.
- Wellversed in Customer Success systems (Case Management & Routing Workforce Management Knowledge Base Communities etc. and technologies (REST SOAP ETL etc...
- Implementation expertise and practical experience working on systems projects with large transactional volume involving complex system design across disparate systems.
- Experience in collaborating with product owners representing Customer Care Onboarding Education Sales and Data Analytics.
- Experience in developing and retaining a highly talented team.
Special Sauce* (Nice to Haves)
- Hands on experience developing and solutioning in Salesforce and other tools including leading solution architecture reviews.
- Experience with CI/CD best practices and GIT.
- Experience working with 3rd party development teams.
- Leadership in product selection (e.g. RFP creation and response evaluation) and vendor management.
Our Spread* of Total Rewards
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 athttps://careers.toasttab/toastbenefits.
*Bread puns encouraged but not required
LIREMOTE
We are Toasters
Diversity Equity and Inclusion is Baked into our Recipe for Success.
At Toast our employees are our secret ingredient. When they are powered to succeed Toast succeeds.
The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity believing that only through authenticity inclusivity high standards of respect and trust and leading with humility will we be able to achieve our goals.
Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.
Bready* to make a change Apply today!
Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process please contact .
Required Experience:
Manager
Employment Type
Full Time
