Marist College

Customer Success Lead & Project Management at xtraCHEF

xtraCHEF by Toast

Senior Onboarding Manager

Interim Director, Onboarding

Onboarding Manager, SMB

Manage the implementation of the full xtraCHEF platform and free Toast Sync product for the Small Business segment.  This includes setup, training, and management of new and existing users.

Customer Success Lead - SMB Segment

Customer Success responsibilities include the training and onboarding of new users to the xtraCHEF platform to streamline adoption and reduce potential churn.  This also included identifying potential revenue opportunities for the Account Management team.  

In addition to normal role, also assist with the launch and management of new products and projects, specifically Inventory for restaurants.

Customer Success Specialist

The Experts are responsible for the post sale on-boarding, training and support of all new accounts using ShopKeep and Ambur point of sale systems.  Support is done through 1-on-1 training sessions to teach new merchants the product, install hardware, and address questions or setups for each unique merchant's situation and business.  Internally the team assists with internal training, role playing and facilitating feedback from/to merchants to other non-user facing departments.

The team is also responsible for identifying additional products & services that merchants can add to the subscription to help their businesses, presenting those products and upgrading the merchants.  Consistently led team to exceed goals and drive additional MRR and Netbookings for existing subscribers.

In addition to the management of the ShopKeep Expert team, also responsible for collaborating with Strategic Partnerships to develop a project plan and manage the successful implementation of the strategic partnerships with Franchise deals & technology partners.

ShopKeep

Manager - ShopKeep Experts

ShopKeep Experts assist all new merchants after they've signed up with ShopKeep to help them begin the setup of the ShopKeep and Ambur software.  The ShopKeep Experts train business owners on the basics of how to use the BackOffice Software, iPad App & installation of their point of sale Hardware.  

In addition to the 1-on-1 training sessions and support of all new accounts for both ShopKeep and Ambur point of sale, Experts are responsible for identifying the additional products and services which users can add to their monthly subscription to help their businesses.  Experts also provide insights into how the ShopKeep reporting and data can help a merchant accomplish their goals with the system or using ShopKeep system to maximize their ROI. 

- Averaged 144% to goal
- Consistently led the team in training initiatives and streamlining processes

ShopKeep Expert

ShopKeep POS, a rapidly expanding company based in New York City, provides cloud-based point-of-sale software that helps retail shops and restaurants make smarter decisions that grow their business.  Founded and designed by a merchant, our mission is to be an advocate for retailers, helping to make it simpler to start and run a successful business.

Point of Sales Specialist

Responsible for engaging Senior Executives who utilized Frost & Sullivan’s market research to join our Executive MindXChange events. These events focused on specific Industries or roles, bringing together like minded senior executives for several days of networking, workshops and discussing emerging trends/technologies and how they may impact the industry or business.

James Brophy