Senior Engineering Manager, Customer Success

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 fast-paced 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 Toast's 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 hands-on 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 team’s initiatives.
• Lead collaborative discovery and execution ceremonies for engineering, research, design, and quality assurance peers.
• Define a well-articulated vision for the short- and long-term 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 decision-making, sharing trade-offs 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.
• Bachelor’s degree in Computer Science or equivalent experience.
• Well-versed 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 at https://careers.toasttab.com/toast-benefits.

*Bread puns encouraged but not required

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