Trainer, Customer
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Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
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.
Toast is driven to empower the restaurant and retail community to delight their guests do what they love and thrive. As part of the Customer Success Operations (CSO) organization the Customer Training team advances this mission by delivering impactful learning experiences that help customers maximize the value of Toast.
A Toast Customer Trainer is a skilled facilitator with a strong foundation in adult learning principles and best practices. They are natural educators and leaders who are people-focused and passionate bringing advanced knowledge of Toast products and strong hospitality expertise.
Ready for a change
In this role the Customer Trainer delivers engaging live training sessions and on-demand video content for Toasts small and medium-sized business (SMB) customers driving product activation adoption customer satisfaction and business outcomes. They collaborate closely with Customer Enablement and broader CSO partners to execute Toasts training strategy effectively and at scale. As subject matter experts and a critical voice of the customer Customer Trainers represent Toast with professionalism and credibility in every interaction.
A day in the life (Responsibilities)
- Deliver high-impact live virtual training sessions at scale for SMB customers that drive product activation adoption customer self-sufficiency and measurable business outcomes.
- Lead the scripting basic editing and delivery of short-form educational videos designed to scale customer education and drive product adoption and measurable impact.
- Maintain and continuously expand expertise in Toast products adult learning principles and facilitation best practices.
- Achieve quarterly individual objectives while contributing to overall team performance.
- Drive innovation and continuous improvement in training design and delivery by leveraging learning technologies and AI to enhance individual performance team efficiency and overall output.
- Lead individual and team projects that drive continuous improvement in training design delivery and operational effectiveness.
- Serve as the voice of the customer and subject matter expert partnering cross-functionally on training design and optimization.
- Lead the design of training initiatives and manage execution across design and delivery phases as needed.
- Provide actionable customer and product insights to cross-functional partners to strengthen alignment and improve the overall customer experience.
- Scope and deliver personalized consultative 1:1 training engagements as needed.
- Embody Toasts Values and always represent Toast with the utmost professionalism.
What youll need to thrive (Requirements)
- 3 years of experience in training delivery facilitation or education.
- 5 years of experience in food & beverage hospitality POS or a related industry.
- Strong understanding of adult learning theory and the ability to apply it in designing and delivering effective training experiences.
- Demonstrated ability to create and sustain engaging inclusive learning environments.
- Advanced knowledge of Toasts product suite technology platforms and customer service model preferred or the ability to quickly develop that expertise.
- Strong customer empathy with the ability to assess needs and deliver relevant impactful training.
- Exceptional verbal presentation interpersonal and written communication skills with strong technical aptitude and comfort leveraging AI-powered tools.
- Proven growth mindset with a proactive solutions-oriented approach and a bias toward action.
- Self-motivated team player with a strong sense of ownership and drive for results.
- Strong passion for customer success learning and development technology and hospitality.
- Proven ability to remain adaptable resilient and professional within a dynamic fast-paced SaaS organization.
AI at Toast
At Toast one of our company values is that were hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster more independently and with higher quality. We provide these tools across all disciplines from Engineering and Product to Sales and Support and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; its a core part of our culture.
Our Total Rewards Philosophy
We strive to provide competitive compensation and benefits programs that help to attract retain and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters changing needs. Learn more about our benefits at base salary range for this role is listed below. The starting salary will be determined based on skills and experience. In addition to base salary our total rewards components include cash compensation (overtime bonus/commissions if eligible) benefits and equity (if eligible).
Key Skills
- Performance Testing
- Organizational skills
- Classroom Experience
- Learning Technology
- Instructional Design
- Customer Support
- IT Service Management
- LMS
- Software Testing
- Training & Development
- Adobe Captivate
- Public Speaking
About Company
Toast is a restaurant point of sale and management system that helps restaurants improve operations, increase sales and create a better guest experience.
