Technical Enablement Manager - xtraCHEF
Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.
About this roll* (Responsibilities)
Toast’s Customer Success (CS) Enablement team drives the continued growth of CS by giving employees the tools and skills needed to do their best work. In this role you'll use your product expertise, project management, and people development abilities to stay ahead of the product launch cycle and create dynamic learning experiences about products that reach a variety of roles, from new employees to seasoned managers. You will evaluate the success of learning solutions, recommend and guide improvements, and develop adult learner-centered solutions focused on results-driven outcomes with a consistent learning experience across the board.
You thrive in a fast-paced, high-growth environment where priorities and deadlines inspire you to find creative, informed, and innovative learning solutions to business problems. Your product mentality means you’re comfortable seeking out user feedback, using agile development strategies, and consider experimentation a norm to create progressive learning products.
As a Technical Enablement Manager you will work closely with all functional enablement teams as well as members of the Product and Marketing organizations to drive consistent, high quality employee performance of our CS team members to ensure we deliver a best in class customer experience. In this role you will design and deliver learning programs that measure, monitor and improve performance in your assigned technical topic(s) that ensure Toasters use a consultative, additive approach to all customer interactions.
Specifically in this role, you’ll be expected to:
- Own CS product change readiness activities for xtraCHEF product and feature launches (attend product meetings, identify downstream impacts, create enablement plan based on needs of CS roles, and manage enablement activities)
- Leverage personal knowledge of xtraCHEF product to create a variety of technical training content, including but not limited to; learning paths, eLearning self-paced courses, certifications, and knowledge base articles that maximize team members' productivity, leading to success in their role.
- Work closely with CS teams and Customer Education to identify internal knowledge gaps + create technical assets/articles
- Partner with Role Enablement to plan the roadmap for future technical training programs for your assigned product area(s) within Customer Success and facilitate cross-team collaboration, partnering closely with subject matter experts and stakeholders to develop the most effective and engaging programs possible
- Conduct post-training evaluations and gather feedback to continuously improve the programs
Do you have the right ingredients*? (Requirements)
- Minimum of 5 years experience in Enablement, Project Management, Consulting, Product Management or an Operations role in a fast-paced, high-growth, and high-output environment
- Proven ability to analyze training requests, recommend and gain buy-in on the right solutions for complicated business needs, and follow through to completion
- Prior experience developing and facilitating live trainings
- A positive Team and Customer first mentality, your team and stakeholders love working with you
- Experience and proficiency with various design tools (i.e. Articulate, Captivate, Google Suite, content aggregators, websites) hosted on multiple platforms (LMS, web-based, mobile, etc) a bonus
Our Spread* of Total Rewards
- Unlimited Vacation
- Sabbatical opportunity after five years
- Professional Development Reimbursement Program
- Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
- Various peer and company recognition programs
- 401(k) and matching
- Medical, Dental, & Vision Coverage
- Mental Health Benefits
- Subsidized backup childcare
*Bread puns encouraged but not required
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We are Toasters
Diversity, Equity, and Inclusion is Baked into our Recipe for Success.
At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.
The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.
Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.
Bready* to make a change? Apply today!
As part of our commitment to the health and safety of our employees and their families, all individuals entering our US workspaces are required to provide proof of full vaccination against COVID-19 unless they have an approved medical or religious accommodation.
