In this key role, Roy will be developing and scaling customer training and onboarding processes to ensure every Yonoton client gets the most out of our omnichannel solution.
We sat down with Roy to learn more about his background, thoughts, and first impressions of Yonoton.
1. To start off, tell us a bit about yourself – what inspired you to join Yonoton, and what excites you most about the role of Customer Training Manager?
R: My name is Roy. I have a bachelor's degree in hospitality and restaurant management. I've worked in the restaurant industry for a little under 20 years and I felt that this would be the right time to try out something different. I came across Yonoton´s ad for customer success manager in Linkedin. The name Yonoton rang a bell, so I had a hunch about the company itself. As I went through the ad I felt that the more I read, the more I wanted this job! The most rewarding part of my job in the hospitality industry was training, onboarding and teaching my team members and as a Customer Training Manager, I would get to do just that! On top of that I have always loved working with numbers, hardware and people and in this job I could combine all these things.
2. The Customer Training Manager role bridges many areas – what do you see as the most important goal or success metric for customer training at Yonoton?
R: My endgame in this position is to create an onboarding experience where the materials and the training itself makes Yonoton customers feel that they know everything when they start using our systems. Customer satisfaction is extremely important in my job and the more positive feedback I get from our training and onboarding processes the better I have succeeded in my job. This also goes to service tickets. The less we get them, the better our customers know how to use our highly advanced systems.
3. Yonoton works with clients across the restaurant and entertainment industries – how does your previous experience in hospitality or technology-based training help you in this position?
R: I have vast experience using systems that are similar to Yonoton´s in my previous job. That gives me a deep understanding of our customers' needs and expectations regarding our systems. I must say that Yonoton´s digital solutions are by far the best systems I have ever used during my 20 years in the buseiness! I spent a big part of my restaurant career in a role where one of my key responsibilities was onboarding my team members so I definitely have the prerequisites to succeed in this demanding and extremely fascinating role.
4. How do you plan to design and scale training materials and onboarding processes for a growing customer base?
R: My plan is to produce materials that are easily understood, customer oriented and which are easy to tailor to any of our current or new customers. The e-learning training materials will be intuitive, practical and easy to understand which helps also larger enterprise level companies to use them. Also the training sessions will be designed to be comprehensive but at the same time it will concentrate on the right things.
5. How do you make sure customers truly adopt and benefit from the system after training – that it’s not just a “kickoff,” but something that creates lasting value?
R: In our training we will not only go through the different attributes of our systems but I will also educate why and how they should be used. I have a unique position in this, since I have been on the other side (working at restaurants) multiple times so I truly know what and who I’m talking to. Yonoton solutions have many amazing attributes that truly create value for our customers and help them succeed in everyday operations.
6. What kind of collaboration with teams like product development or operations do you consider most critical for success in your role?
R: Open discussions and working together are definitely the key in succeeding as a team. I have already had many fruitful conversations about the different attributes and development ideas of our systems. At Yonoton everyone is on the same page and knows what´s going on and that gives a major competitive edge.
7. What’s your hidden superpower – something no one at your new workplace knows about yet?
R: My superpower is that I am an experienced performer! I play the guitar, piano and I sing. I have also acted in 63 different theater productions. I love performing and that is probably one of the reasons that I like training people so much.