Onboarding Success Manager

About the role

Here at Tarro, we build products that empower small brick-and-mortar restaurants by liberating them from the operational burden of running their business. We accomplish this by providing a frictionless connection between them and their customers through our multi-product ecosystem offering AI-enabled order taking, delivery enablement, payment solutions, and point-of-sale software. At Tarro, we use a combination of bits (technology) and atoms (people) to solve real-world problems facing small business owners. We obsess over placing our customers first and working backwards from there. When our customers succeed, we succeed. The restaurant industry in the US is over a $1 trillion total addressable market (TAM), but remains relatively underserved by technology. Large chains are able to afford expensive tech that gives them a huge advantage; we believe that small restaurant owners deserve access to the same technologies at an affordable price. Tarro has been profitable for nearly a decade and seen 5x revenue growth in the past four years. As of our last fundraising round in mid-2022, we were valued at $450M and have since seen substantial growth across customer acquisition, product development and company headcount. Thousands of loyal restaurants have entrusted Tarro with their success, and together we have supported nearly 20 million customers. We are proud to be named one of Built In's top companies to work for in 2024. To learn more about our culture, values and how you can be a part of helping mom & pop restaurants thrive, please visit us here!

Requirements

• What You'll Accomplish:
• Lead onboarding of new and reactivated restaurants
• Conducting client interviews to probe for relevant information about their restaurant's operations and document this information.
• Translating client needs into back-end configuration across multiple products
• Project-managing the end-to-end cross-functional onboarding workflow.
• Design and implement the Greendot product configuration for the client.
• Perform final QA checks before a restaurant goes live, ensuring that setups aren't only accurate, but are of high quality in the sense that they make it easy for agents to take calls.
• Oversee seasonal or ad hoc menu changes and ensure revalidations meet client expectations.
• Continue to take full ownership over client experience for the first 14 days post-live. This means staying in touch with the client, constantly asking for feedback, keeping an eye on any tickets they request for thru our support hotline, etc.
• Collaborate with cross-functional teams (e.g., Voice Operations, Product) to refine the product implementation quality playbook
• First Three Months:

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