At Toast, I owned customer onboarding for complex SaaS accounts, grounding account plans in each customer’s business objectives. I also led a team of 10 while staying hands-on with the most strategic customers.
I helped connect Toast POS and Employee Cloud payroll configurations so customers’ first payrolls ran accurately, and escalations were caught before go-live. As Manager, Customer Onboarding, I used account health data to help raise goal attainment from 109% to 115% and conversion-to-goal from 86% to 121% year over year.
I turned one-off fixes into repeatable playbooks adopted by Enablement, L&D, and Leadership. I also partnered with Product and Engineering to bring customer insight into platform improvements and scale training approaches.
Earlier at Toast, I owned onboarding relationships for SMB accounts, handled migrations and complex integrations, and hosted customer trainings. At Strata Decision Technology, I served as a Tier-2 escalation point for budgeting-system issues; at Sidley Austin LLP, I worked as an IT Administrative Assistant.
