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Sales Scheduling Negotiation Salesforce Marketing

What this posting asks for

Level: Manager — The title says "Manager".

Main responsibilities

• Staff a dedicated high-volume Account Strategy phone and chat line with adherence to service levels and schedule, engaging customers in real-time to understa…
• Lead consultative, value-based retention conversations tailored to each customer's unique business and tech stack, helping them realize the full potential of…
• Navigate complex customer conversations with professionalism, empathy, and confidence — including objection handling, competitive discussions, and contract a…
• Diagnose customer needs quickly and identify the best path forward to help each customer continue to grow and succeed with Toast
• Accurately document interactions, outcomes, and customer feedback with strong attention to data hygiene, case management, and reporting
• Leverage data, account insights, and internal tools to inform retention strategies and real-time decision-making
• Act as the voice of the customer, surfacing insights and competitive trends to internal partners and leadership to continuously improve the customer experience
• Operate in a focused, repeatable motion designed to work at scale while delivering exceptional, personalized customer experiences
• Collaborate cross-functionally with Sales, Support, Product, and Finance to drive customer outcomes and support escalation paths
• What you'll need to thrive (Requirements)

Competencies an interviewer will look for

• Teamwork and collaboration Core
  In the posting: “Account Strategy CSMs partner closely with cross-functional teams and senior leadership, operating in a focused, data-driven motion with clear success metric…” · “Collaborate cross-functionally with Sales, Support, Product, and Finance to drive customer outcomes and support escalation paths” · “We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs.”
  Show it by: Says what they did inside a team, not only what 'we' did; Shows how a disagreement was handled.
• Ownership and accountability Core
  In the posting: “Proven ability to operate independently while handling competing priorities in a fast-paced, changing environment” · “Self-starter with the ability to quickly assess complex scenarios and drive toward resolution” · “We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality.”
  Show it by: Takes a task from start to finish without being chased; Owns a mistake and what was changed after it.
• Customer focus Core
  In the posting: “Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage custome…” · “The Customer Success Manager (CSM) II, SMB – Account Strategy role sits at the heart of Toast's customer retention strategy.” · “This team engages directly with customers in real-time to understand their needs, demonstrate the value of the Toast platform, and ensure every customer has …”
  Show it by: Puts the customer's need in their own words; Shows a result for the customer, not only for the company.
• Planning and organisation Core
  In the posting: “Staff a dedicated high-volume Account Strategy phone and chat line with adherence to service levels and schedule, engaging customers in real-time to understa…” · “Experience working in high-volume, queue- or case-based environments with adherence to service levels and strong prioritization in real time” · “Proven ability to operate independently while handling competing priorities in a fast-paced, changing environment”
  Show it by: Shows how priorities were set when everything was urgent; Mentions deadlines met and how.
• Data and analysis Core
  In the posting: “Account Strategy CSMs partner closely with cross-functional teams and senior leadership, operating in a focused, data-driven motion with clear success metric…” · “Accurately document interactions, outcomes, and customer feedback with strong attention to data hygiene, case management, and reporting” · “Leverage data, account insights, and internal tools to inform retention strategies and real-time decision-making”
  Show it by: Uses a number to describe the situation or the result; Explains what the data showed and what was done with it.
• Stakeholder management Core
  In the posting: “Navigate complex customer conversations with professionalism, empathy, and confidence — including objection handling, competitive discussions, and contract a…” · “Act as the voice of the customer, surfacing insights and competitive trends to internal partners and leadership to continuously improve the customer experience” · “Strong objection handling, negotiation, and influencing skills, especially in live customer conversations”
  Show it by: Shows how they aligned people with different goals; Explains how they handled a 'no' from someone senior.
• Communication Core
  In the posting: “Strong phone presence with excellent communication, presentation, and written skills” · “We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be …”
  Show it by: Adapts the message to the listener; Gives an example of explaining something clearly in writing or speech.
• Leadership and mentoring Core
  In the posting: “Account Strategy CSMs partner closely with cross-functional teams and senior leadership, operating in a focused, data-driven motion with clear success metric…” · “Act as the voice of the customer, surfacing insights and competitive trends to internal partners and leadership to continuously improve the customer experience”
  Show it by: Describes setting direction or a standard others followed; Names someone they coached and what changed for them.
• Adaptability and learning Core
  In the posting: “Proven ability to operate independently while handling competing priorities in a fast-paced, changing environment” · “Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing …”
  Show it by: Describes learning something new quickly and using it; Shows a change of plan and how they adjusted.
• Attention to detail and quality Core
  In the posting: “Accurately document interactions, outcomes, and customer feedback with strong attention to data hygiene, case management, and reporting” · “We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality.”
  Show it by: Gives an example of an error caught before it caused harm; Names the check or standard they used.
• Technical skill Supporting
  In the posting: “We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving re…”
  Show it by: Names the tools, languages or systems used and how; Explains a technical choice and its trade-off.
• Problem solving Supporting
  In the posting: “Diagnose customer needs quickly and identify the best path forward to help each customer continue to grow and succeed with Toast”
  Show it by: Describes a real problem, the options considered and the one chosen; Shows how the cause was found, not just the fix.

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