A Day In The Life

Michaela

Project Coordinator

"Customers are consistently providing fantastic feedback about the system throughout the setup process, a lot of which is relayed to our internal teams at Toast. Feature requests, for example, are suggestions Toast customers have about the product that are submitted directly to our Toast engineering team for consideration. It's great to be part of a company that cares so much about customer input!"


How does the work you do on customer support get translated back into the company's systems and product?

Customers are consistently providing fantastic feedback about the system throughout the setup process, a lot of which is relayed to our internal teams at Toast. Feature requests, for example, are suggestions Toast customers have about the product that are submitted directly to our Toast engineering team for consideration. It's great to be part of a company that cares so much about customer input!

How do you interact with the rest of the company?

As a Project Coordinator, I connect with multiple departments to ensure my customers successfully transition to Toast. Once a customer signs with Toast, I work directly with the sales rep on the account to make sure I have all of the relevant customer information. I also connect with the local Toast implementation team to ensure the customer's restaurant is prepared for implementation. Depending on the complexity of the account, I may connect with the engineering team about feature requests, the product team about potential integrations, or the billing team for any financial inquiries. Having a multifaceted job provides me with the opportunity to interact with team members across the company and thus expand my knowledge of the Toast product!

What do you do on a day-to-day basis?

I work directly with customers to help them make the transition over to Toast POS. I provide my customers with all of the appropriate training and setup materials, and also assist them with any questions they have with the setup process. I also schedule their appointments with the menu and implementation teams at Toast to ensure their restaurant is prepared for a successful go-live. I am often interacting with various teams within the company to provide the best customer journey possible.

How did you prepare for the interview for this role?

To prepare for my interview, I compiled a few examples of positive and negative interactions I had with patients in my previous role as a clinical research coordinator, and how both experiences helped me grow as a young professional. I also explained how these experiences directly applied to the Project Coordinator role, and how learning from them would help me provide a successful customer journey.

What's the hardest challenge you've had thus far in your job?

Ensuring every customer is happy with the functionality of Toast. With so many different restaurant operations, it can be difficult to ensure Toast meshes perfectly with each customer's workflow. If it does not, I am always happy to place a feature request for the customer.

What opportunities do you think this role prepares you for in the future?

This role will help prepare me for future project management roles. Due to the high volume of accounts I work with on a daily basis, I have perfected my organization and time management skills, all of which can be transferred to a multitude of future endeavors.

What excites you about your company?

I really appreciate how much Toast values its culture and always makes a point to organize fun, company-wide events throughout the year, like Field Day, a summer evening cruise of the Boston Harbor, and post-All Hands happy hours, to name a few. We all work very hard at Toast, and it's great to know the company recognizes that and creates opportunities for us to socialize as one big team!

What are some of the interview questions you were asked?

Can you provide an example of a time you had to interact with an angry customer and how you were able to rectify the situation? What was the outcome?

What is your background and how did you end up in your current job?

My background is in Neuroscience and medicine. Prior to my role at Toast, I was working as a Clinical Research Coordinator in the Infectious Disease department of a local Boston hospital leading Hepatitis C and HIV clinical research studies. After a few years working in medicine, I realized I didn't want to make the next big step (medical school) so I decided to apply to companies that were completely outside of my comfort zone. I've never worked in the restaurant industry, but found Toast intriguing because its technology is so innovative. I took a leap and applied, uncertain if my background would match what the company was looking for, but it did! I've been with Toast since March 2016 and it's been great learning about the intricacies of the restaurant world and how Toast is helping revolutionize it!

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