Hotel Onboarding Consultant III, ENT

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. A day in the life As a Hotel Enterprise Onboarding Consultant, you are the owner of the implementation experience for our largest and most complex customers and brands with 500+ locations. You will partner with Enterprise customers within hotels for years, bringing on new brands and locations onto Toast in the future. The needs of an Enterprise customer are dynamic, which means the way that we work together should be too. The competitive advantage of having an Enterprise Onboarding Consultant is a trusted partner with deep industry knowledge, strong project management skills and vested interest in the success of the customer as an extension of the brand themselves. What you'll do (Responsibilities) • Lead the Customer Onboarding Journey: Serve as the primary owner and trusted advisor for the end-to-end hotel property’s onboarding experience from booking signature through Toast activation and steady-state adoption for our most complex, enterprise hotel brands (500+ locations). • Demonstrate Autonomy & Extreme Ownership: Operate with high autonomy in a fast-paced, evolving environment. Take full responsibility for results by proactively solving problems, managing competing priorities, and delivering under pressure. • Own Implementation Success: Oversee a robust portfolio of 50+ concurrent enterprise implementations, managing every phase of each project lifecycle from setup to go-live. Using a consultative approach, ensure milestones are met on time, within scope, and aligned to customer goals while maintaining a seamless experience across locations. • Communicate with Impact : Act as the central communication hub for onboarding (both internally and externally) delivering transparent progress updates, surfacing risks early, and driving proactive solutions that keep projects on track and stakeholders aligned. • Exhibit Executive Presence: Influence internal and external stakeholders at all levels with clarity, confidence, and professionalism. Shape strategy, guide decision-making, and drive outcomes that support high-impact, multi-million-dollar partnerships. • Drive Cross-Functional Alignment: Foster strong, collaborative relationships across teams to ensure accountability and seamless handoffs. Champion shared ownership and unified execution to deliver a consistent customer experience. • Manage Risk & Drive Solutions: Anticipate and mitigate challenges before they escalate. Leverage critical thinking and creativity to identify solutions that maintain momentum and deliver successful outcomes. • Champion Continuous Improvement: Identify and lead initiatives that improve onboarding efficiency, scalability, and quality. Develop and refine frameworks and playbooks that drive consistency, operational excellence, and an exceptional customer experience. • Execute with Project Management Rigor: Apply disciplined project management to organize tasks, timelines, and dependencies. Leverage tools like Salesforce, Google Workspace, and Asana to drive efficiency and continuously optimize workflows and outcomes. What you'll need to thrive (Requirements) • 6+ years of experience in enterprise onboarding, implementation, or program management, ideally in SaaS or hospitality tech. • Proven track record managing complex, multi-location implementations (50+ concurrent projects / 500+ sites) from contract to rollout. • Demonstrated ability to influence and align cross-functional teams while driving measurable customer and business outcomes. • Executive presence and polished communication skills; comfortable engaging VP- and C-suite stakeholders with conf