Responsibilities
- Lead high-stakes discovery calls and product demos to drive product adoption and meet strategic goals.
- Manage a collaborative book of business for approximately 500 locations within a regional pod structure.
- Protect and expand SaaS revenue by identifying downsell risks and executing churn mitigation strategies.
- Diagnose technical issues within Core POS and Employee Cloud systems to resolve complex customer needs.
- Leverage product usage data and business analytics to recommend payroll process improvements.
- Act as the "Voice of the Customer" by gathering feedback for leadership and partnering with internal teams for issue resolution.
- Drive full activation of the Payroll Product Suite through educational presentations and training sessions.
Requirements
- Fluent/Bilingual in Spanish and English (written and verbal) to support Spanish-speaking customers.
- 2+ years of experience in B2B payroll operations, including knowledge of pay schedules, taxes, and benefits.
- Proven track record in churn mitigation, revenue retention, and driving customer satisfaction.
- Demonstrated expertise in case and queue management with a focus on task prioritization and data hygiene.
- High tech-fluency with the ability to troubleshoot complex scenarios across various software platforms.
- Strong professional skills in negotiation, presentation, and virtual communication.
Preferred Qualifications
- FCP or CPP credentials.
- 1+ years of experience using Point of Sale (POS) software, ideally in the service industry.
- Experience working in a Project Management role.
- Previous experience in the tech industry or working for a SaaS company.
- Proficiency with Salesforce CRM, Chilipiper, MS Office, G-Suite, and Slack.
About the Company
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.
