• Manage all post-sales activity for G-P’s customers through strong onboarding, progressive adoption activities, operational day to day support, relationship-building, product knowledge, planning and execution • Develop a trusted relationship with key customer contacts by delivering consistently responsive and best in class customer service; being customer-focused and consistently honoring commitments • Fully accountable for customer retention by conducting occasional check-in calls across a wide range of customers for tactical items and perform strategic business reviews, with the ultimate focus on minimizing churn • A key measure of success will be your ability to maintain the highest levels of CSat and NPS for your assigned Customers • Continually monitor and update customer health records • Develop high-level knowledge of our customers’ business, roadmap, strategies, initiatives, goals through strategic business reviews • Educates decision makers of assigned accounts on G-P’s value proposition aligned to customer's business objectives and articulates how G-P solutions can help them achieve their business outcomes • Proactively seek out and be fully accountable for revenue growth of your Customers through expansion, cross-sell, and up-sell opportunities through both inbound and outbound approaches; seek opportunities to expand key customer contact networks to unlock potential of how G-P’s products can support across the customers’ business. • Establishes the competitive advantage by developing value-proposition presentations and specialized business plans for customers that drive business outcomes and align the right solution for customer needs to generate expansion opportunities. • Responsible for outreach to Customers who have left within the previous 12 months by keeping them aware of changes to G-Ps offerings and services. • Function as the “voice of the customer” and provide feedback to internal teams, including Product, Sales, Operations, Billing, etc. on how G-P can better serve our customers. • Help identify customers who would be good references and work with Marketing to create case studies • Proactively builds and maintains a strong knowledge of G-P’s product landscape, solutions, and business priorities • Strong GPP knowledge, and can share best practices and train customers to drive product adoption. • Gain understanding of competitive landscape to demonstrate differentiation to customers • Support customers in projects to enable a seamless implementation of G-P’s products, onboardings and offboardings • Participate in cross-functional projects that impact the evolution of our customer experience, leveraging your experience and best practices to drive projects to completion.

• Engage customers in real-time to understand their needs • Lead consultative, value-based retention conversations • Diagnose customer needs and help them succeed with Toast • Collaborate with cross-functional teams to drive customer outcomes

• Acompañar a los clientes durante todo su ciclo de adopción, desde la implementación hasta el uso continuo, asegurando una experiencia fluida, alto nivel de adopción y generación de valor en sus operaciones. • Acompañar a restaurantes en la implementación de la solución, desde la etapa de preventa hasta el seguimiento post implementación. • Configurar la plataforma según las necesidades operativas de cada cliente. • Capacitar a los equipos en el uso de la plataforma. • Analizar procesos operativos y proponer mejoras orientadas a eficiencia y cumplimiento (HACCP). • Dar seguimiento al uso de la herramienta para asegurar adopción y detectar oportunidades de expansión. • Colaborar con equipos internos (Sales, Producto, OpEx) para mejorar la experiencia del cliente.

• Plan, coordinate, and execute omni-channel CRM campaigns across email, push, SMS, and in-app—driving customer conversion, retention, and reactivation • Manage complex, multi-step campaign workflows end-to-end—from briefing and build through QA, scheduling, and post-send analysis • Use SQL and data tools to pull audience segments, validate campaign targeting, and surface performance insights that inform ongoing optimization • Review and validate all copy, creative assets, terms and conditions, bonus amounts, and targeting criteria to ensure accuracy and compliance prior to launch • Manage direct mail campaigns from concept through delivery—coordinating print production schedules, vendor timelines, and postal deadlines to ensure on-time, accurate execution • Act as a key liaison between CRM, creative, product, and commercial teams—keeping stakeholders aligned, projects on track, and communication clear • Utilize CRM platforms (e.g., Braze, Optimove) to configure, test, and troubleshoot campaigns and bonus promotions, including end-to-end A/B testing setups • Ensure all activity complies with relevant legal regulations, company guidelines, and CRM best practices across every channel and jurisdiction • Actively contribute to the continuous improvement of Omni Channel Team processes, procedures and systems.