Interview with Robert Schiffer
At Fairmas, helping customers succeed has always been about more than providing powerful financial planning, forecasting, and budgeting solutions. As the hospitality industry evolves, so do the challenges facing hotel professionals. Teams are often leaner, responsibilities are broader, and the need for quick, data-driven decisions continues to grow.
To further strengthen its customer-centric approach, Fairmas has welcomed Robert Schiffer as Learning & Enablement Manager within the Customer Success team. In this newly created role, Robert will focus on helping customers get the most value from Fairmas solutions by making knowledge more accessible, practical, and available when it matters most.
Why Fairmas Created the Role
According to Robert, Customer Enablement is a natural next step in Fairmas’ ongoing commitment to customer success.
“Customer Enablement is a key part of Fairmas' strategy to help customers get the most value from our software solutions,”
he explains. “Our customers already have powerful tools at their fingertips, but powerful software only creates value when people can use it confidently in their day-to-day work.”
As hospitality organizations face increasing complexity, customers need fast access to insights and the confidence to use technology efficiently without spending unnecessary time searching for information or navigating systems.
“By creating this role, we are strengthening our focus on product adoption, knowledge accessibility, and customer self-sufficiency,” says Robert. “Ultimately, we want to help customers achieve faster results and greater value from Fairmas.”
What Customer Enablement Means at Fairmas
While customer support focuses on solving immediate issues, Customer Enablement takes a broader view of helping customers succeed.
For Robert, it is about making knowledge accessible, practical, and available exactly when customers need it.
“Whether through the product itself, learning content, or customer resources, everything should be designed around real-world use cases rather than theoretical feature explanations,” he says.
The goal is to provide customers with the right guidance, information, and resources in the right context so they can achieve their objectives more quickly and confidently.
“Our goal is simple: make it easier for customers to get things done and unlock the full value of Fairmas.”
Helping Customers Get More Value
A key objective of the role is helping customers become increasingly independent while ensuring they always have access to the expertise and support they need.
This means making it easier to understand new features, access relevant knowledge, and find answers when they need them, without always relying on direct support.
“Today’s hospitality professionals operate in a fast-changing environment with increasing complexity, limited time, and growing responsibilities,” Robert explains. “Our enablement approach is designed around this reality, delivering knowledge in a way that is practical, accessible, and immediately applicable.”
By reducing barriers to adoption and simplifying access to knowledge, customers can work more efficiently, make better use of Fairmas capabilities, and achieve results faster.
Ultimately, Customer Enablement is about helping customers turn product functionality into meaningful business outcomes.
Looking Ahead
For Robert, success is not measured by the number of resources created or training sessions delivered. Instead, it is reflected in customer outcomes.
“Are customers finding answers faster? Are new features being adopted and used effectively? Are users becoming more self-sufficient and relying less on support for recurring questions?” he says. “These are the indicators that matter.”
Success also means recognizing the realities of today’s business environment: limited time, increasing complexity, and constantly changing requirements.
“Providing the right knowledge, in the right format, at the right moment is what makes the difference,” Robert adds.
Ultimately, his vision extends beyond product adoption.
“Success is achieved when customers see Fairmas not just as a software provider, but as a trusted partner. If users continue to rely on our software solutions years from now because they feel confident, capable, and supported in their daily work, then we have created lasting value, for our customers and for Fairmas alike.”
As Fairmas continues to support hotel professionals around the world, the introduction of the Learning & Enablement Manager role marks another important step in helping customers work smarter, gain confidence in their decisions, and unlock the full potential of their Fairmas software solutions.
