Associate Customer Success Manager (NC/SC)

Transfr is on a mission to help create pathways to career success. Our immersive career exploration and training simulations empower learners and job seekers of all ages find the right job for them and build the skills they need to enter (or reenter) the workforce or change careers —  helping them improve their quality of life. 

Immersive VR experiences from Transfr have been shown in studies to deliver better learning gains than video tutorials, slide presentations, and other training methods. Learners also find Transfr experiences highly engaging and enjoyable.  At Transfr, we believe the future starts with innovative workplace training and skills development. We’re building bridges between schools, workplaces, and governments to help improve training and job placement pipelines and create a better tomorrow, today. 

Summary: To support our continued growth, we are looking to add an Associate Customer Success Manager to our Customer Experience (CX) team. In this role, you will help ensure that our customers are able to fully leverage the value of our products by utilizing digital communication channels and self-service resources. You will play a vital role in assisting our customers through their lifecycle, driving product adoption, and providing the necessary support to ensure customer satisfaction and retention.

This position reports to the Regional VP, and you will work closely with other members of the team to support our customers' success.

**Please Note**

This role has a travel requirement of up to 50% within the expected designated territory (North Carolina & South Carolina)

• Assist in driving product adoption and utilization by monitoring customer engagement and health. Proactively identify any challenges hindering adoption and collaborate with the Customer Success team to implement strategies for customer retention.
• Drive customer renewal efforts by maintaining proactive communication with clients well before their renewal dates to help secure timely renewals.
• Ensure a seamless implementation process for customers by following the phases outlined, including onsite and virtual Professional Learning as appropriate.
• Become knowledgeable of Transfr’s solutions and service offerings, including implementation methodologies and advanced service offerings to provide accurate and relevant information to customers.
• Communicate utilization data that demonstrates the value creation unique for each customer on a cadence agreed upon together.
• Secure customer feedback and share internally to influence product roadmap.
• Leverage a mix of automated and manual processes to maintain information flow externally and internally document all aspects of customer accounts.  
• Improve on business metrics to measure Transfr’s impact, NPS, Professional Learning and other metrics to provide Transfr with insight into the health of its customer relationships and areas to improve.

• 1-2 years of experience in customer success, account management, or a related customer-facing role.
• Ability to prioritize and manage multiple tasks while providing exceptional service to a diverse customer base.
• Comfortable working independently but also thriving in a collaborative team environment.
• Eagerness to learn about new solutions, features, and how to communicate their value to customers effectively.
• Strong verbal and written communication skills, with the ability to communicate complex ideas in a clear and engaging manner.
• Problem-solving mindset and a proactive approach to identifying customer needs and providing effective solutions.
• A willingness to continuously learn and improve both personal and team performance.
• Organized, detail-oriented, and able to manage time efficiently in a fast-paced environment.
• Experience with SaaS products is a plus, but not required. Knowledge of EdTech is an advantage but not essential.
• Strong desire to help customers succeed and contribute to their overall satisfaction with our product.
• Willingness to travel up to 50% of the time.

What We Offer: The base salary range for this position is expected to be between $75,000 - $85,000, with the actual base salary amount dependent on a number of factors, including but not limited to a candidate’s credentials, relevant experience, and primary job location. In addition to salary this role will be eligible for additional company benefits such as stock options, 401(k), paid vacation and sick time, and medical/dental/vision insurance.

In Closing:

If you're looking to make a big difference in the lives of others, we invite you to join us on our mission to make learning more intuitive and help individuals develop the skills they need for career success. 

Be a part of creating pathways to prosperity by helping to develop training simulations to teach skills that lead to well-paying jobs, for all.

At Transfr, we embrace diversity because it breeds innovation. Transfr is an equal opportunity employer that participates in E-Verify committed to providing equal employment opportunities to all applicants, consultants, and employees, and prohibits discrimination and harassment of any type without regard to race, color, religion, age, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

**Must be authorized to work in the United States without restriction**

Learn more at transfrinc.com