Qualifications
Strategic Business Partner: Forge strong relationships with Care Operations and VoC teams to understand and address their most pressing challenges. Your role will extend beyond data delivery; you will enhance their strategies with groundbreaking insights.
AI-Powered Analysis: Utilize tools such as Snowflake Cortex, Python, and Large Language Models (LLMs) to categorize and evaluate interactions (complexity, urgency, sentiment). Your efforts will transform vast numbers of conversations into structured, actionable insights that elevate customer experiences.
The 'Insight-to-Action' Playbook: Develop a scalable framework that enables the organization to leverage the insights generated by AI. This includes creating prompt libraries and analytical playbooks that empower the broader Care team to utilize data more effectively.
Experiment with Purpose: Foster a culture of 'iterate and ship,' while maintaining a focus on precision and business objectives. Ensure that every AI experiment aligns directly with a measurable business outcome.
Problem Solver & Independent Lead: As a subject matter expert and a proactive individual contributor, you will take ownership of the methodology. Navigate ambiguity, foresee potential obstacles, and present data-driven solutions and recommendations to Directors, VPs, and the COO.
About the job
At Toast, we specialize in innovative technology designed to empower restaurants and local businesses to thrive in the digital landscape. Our mission is to equip business owners with the tools they need to streamline operations, boost sales, engage customers, and foster employee satisfaction.
We are passionate about driving our customers' success. As a Principal Customer Success Analyst - AI & Advanced Customer Analytics, you will serve as a vital strategic partner to our Care Operations, Voice of the Customer (VoC), and Research & Development teams. We seek a high-level problem solver adept at leveraging AI and Machine Learning to unravel the complexities behind our data, transforming insights into exceptional customer experiences, enhanced products, and optimized operations.
Your role will involve bridging the gap between unstructured customer feedback (chat, voice, email) and structured data environments. By synthesizing these areas, you will uncover insights that pinpoint gaps in our current roadmaps, highlight unmet customer needs, and guide our organization towards our objectives of minimizing customer pain and maximizing revenue retention.
About Toast
Toast is at the forefront of innovative technology development, dedicated to helping restaurants and local businesses thrive in the digital age. Our comprehensive solutions enable business owners to optimize operations, boost sales, enhance customer engagement, and ensure employee satisfaction.