Trainer, Customer Success
Trainer, Customer Success
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Job Description
Now more than ever the Toast team is committed to our customers. Were taking steps to help restaurants navigate these unprecedented times with technology resources and community. Our focus is on building the restaurant platform that helps restaurants adapt take control and get back to what they do best: building the businesses they love. And because our technology is purpose-built for restaurants by restaurant people restaurants can trust that well deliver on their needs for today while investing in experiences that will power their restaurant of the future.
Bready* to make a change
As a Customer Success Trainer youll organize and lead the facilitation of our new hire enablement and upskilling programs for Care agents and managers both internal or from our Business Process Outsourcing (BPO) partners around the globe. You will also assist with the ongoing success of observational learning delivery and Train-the-Trainer/Mentor needs. Your training delivery will provide a welcoming memorable and impactful introduction to Toast by setting new hires up for success to hit the ground running in their new roles. Delivery of additional enablement programs will position you to expand knowledge establish clear expectations and grow Toast employees to continue their success. This position will work closely with Care Enablement Field Operations Leadership and Care business leaders to ensure our Care agents and managers (internal & BPO) have the knowledge confidence and skills to provide an exceptional experience for all of our customers during their journey at Toast.
About thisroll*:
- Facilitate virtual/remote and in-person new hire upskill everboarding and process/product change enablement sessions
- As needed travel to national and international destinations to provide in-person support to our Care Toasters around the globe
- Partner with Enablement Program Managers to coordinate all aspects of new hire and ongoing enablement initiatives including content updates scheduling transition to their in-line managers evaluations and more
- Create and execute training agendas learning activities and material in a fast-paced ever-changing environment often with minimal support
- Provide observational learning delivery and Train-the-Trainer/Mentor needs to support programmatic needs
- Evaluate and assess training effectiveness through designated evaluation models and provide input to enhance and improve the learning experience
- Create and update enablement resources to ensure teams have easy access to relevant effective and up-to-date learning
- Collaborate cross-functionally with stakeholders to ensure desired results are met across all areas of focus
- Support ad hoc enablement projects as needed
Do you have the right ingredients*
- 6-8 years of training/facilitation experience delivering effective learning solutions in a fast-paced ever-changing environment
- Ability & willingness to travel to national & international locations based on business needs - and open to the possibility of frequent travel for more than a month at a time with limited time home between trips while working varying shifts and schedules during training delivery
- Exceptional facilitation skills with a history of success driving measurable results from delivering modern innovative and interactive learning solutions in both virtual and in-person settings
- Skilled at navigating ambiguity in an autonomous setting while representing Toast cultivating relationships and creating meaningful learner experiences
- Ability to manage and prioritize multiple projects deliverables and competing priorities with a proven record of success
- Broad subject matter expertise in learning design methodologies adult-learning best practices and common learning tools (i.e. Zoom Articulate LMS engagement tools)
- Proven ability to analyze learning opportunities recommend and gain buy-in on the right solutions for complicated business needs and follow through to completion
- Strong verbal and written skills with a balance of detail-oriented execution and big picture thinking
- Exceptional interpersonal skills: Ability to build and maintain strong relationships and communicate effectively while under pressure and accommodating cultural differences - balancing confidence humility and diplomacy
- Passionate about the learner experience and how to make it better (always looking for ways to improve skills and learn new things) with a bias to action
Working Timings: 2:00 PM - 11:00 PM IST subject to shift due to business and training needs
Working Mode - Two days to office!
Relocation to Bangalore - Must (Applicable for outstation candidate only)
Diversity Equity and Inclusion is Baked into our Recipe for Success
At Toast our employees are our secret ingredientwhen they thrive we restaurant industry is one of the most diverse and we embrace that diversity with authenticity inclusivity respect and humility. By embedding these principles into our culture and design we create equitable opportunities for all and raise the bar in delivering exceptional experiences.
We Thrive Together
We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally check out: today!
Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process please contact .
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For roles in the United States It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Employment Type
Full Time
