Onboarding Consultant I, Guest

About the role

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. As an Onboarding Consultant I, you will act as the primary point of human contact for restaurant owners during one of the most critical phases of their business relationship with Toast. You will own the end-to-end journey from activation to live operations, ensuring that each new location successfully configures its technology to serve its unique workflow. You will translate complex technical concepts into clear, actionable steps for non-technical audiences while managing multiple timelines and expectations. This role requires a high degree of adaptability, as no two restaurant openings or upgrades are identical. You will thrive by turning ambiguous situations into structured, successful outcomes that exceed customer expectations.

Key facts

What you'll do

Leverage your Toast product knowledge and project management skills to partner with restaurant owners during the Go-Live phase, and build out onboarding plans that will produce a high quality implementation experience within timeline and budget.

Enable restaurant owners and staff to utilize Toast to create best practices for managing your daily restaurant operations - this includes management of labor and food costs, table turn time and guest relationships.

Responsible for consulting with clients, in French or English, to determine configuration needs prior to go-live and communicating any unique needs to the project resources.

Responsible for conducting remote site assessments to determine the networking needs of our clients prior to installation and communicate those needs to the project resources.

Perform onboarding remotely while documenting the installation of the Toast POS system, observe Toast best practices as well as document any deviations from best practices that were identified during the design phase of the project.

Create & lead an onboarding training plan to the entire restaurant staff on how to leverage the Toast product configured to their business and workflow with a focus on operational efficiencies that positively impact the guest and staff experience.

Manage several onboarding engagements simultaneously, including large books of onboarding business (80+ restaurants) in your region.

Ensure the transition goes smoothly and that you are available for remote Go-Live support to assist and guide the customer during their first several days of usage by providing post-live remote guidance, troubleshoot problems or follow-up training.

Track and analyze onboarding metrics to identify bottlenecks and drive improvements to the activation experience.

Collaborate closely with engineering and product teams to provide feedback from the field that can be used to enhance the Toast platform.

Champion the Toast brand by demonstrating the core values of hunger, empathy, and ownership in every interaction with clients and internal stakeholders.

Maintain detailed records of all configurations, decisions, and exceptions to ensure continuity and knowledge transfer across the team.

Proactively identify risks and blockers in the onboarding pipeline and escalate appropriately to ensure minimal disruption to the restaurant opening or migration.

Act as a strategic partner to the sales organization by providing accurate timelines and forecasts based on real-time onboarding progress.

Requirements

Must be Bilingual in French.

3 + years of experience in a role responsible for customer satisfaction and business operations, for instance a Restaurant GM.

Success operating independently and navigating competing priorities in a constantly changing environment.

Proven track record of success in meeting and exceeding goals.

Excellent communication, organizational, and influencing skills.

Possess a valid driver's license and reliable vehicle for any potential in-person needs.

Eligible to work in Canada without sponsorship.

Available to work between the hours of 8 AM and 8 PM EST, Monday through Friday.

Must have access to a reliable high-speed internet connection and a suitable workspace for conducting remote meetings and documentation.

Nice to have

1+ years of experience using a POS (Point of Sale) software, ideally in the service industry.

Payroll experience.

Experience with Salesforce CRM.

Experience working in the tech industry or for a SAAS company.

Training, teaching, or development experience.

Practical notes

Hours: Full-time (40 hours per week).

Travel: None.

Visa: Eligible to work in Canada without sponsorship.

Deadlines: Please ensure you meet the availability requirements stated in the qualifications before applying.