Associate Customer Success Manager

Employment Type: FULL-TIME

Position Overview

Transfr is dedicated to creating pathways to career success through immersive career exploration and training simulations. Our VR experiences are designed to help learners of all ages find suitable jobs and acquire the necessary skills to enter, re-enter, or transition careers, ultimately improving their quality of life. Transfr's innovative approach to workplace training and skills development aims to build bridges between educational institutions, workplaces, and government entities to enhance training and job placement pipelines.

We are seeking an Associate Customer Success Manager to join our Customer Experience (CX) division to support our rapid growth. This role will focus on ensuring assigned customers derive maximum value from our products, primarily through digital communication channels and self-service resources. The Associate Customer Success Manager will play a crucial role in minimizing churn and maximizing customer retention in a scalable and efficient manner.

Reporting: This role reports to a RVP of Customer Success.

Travel Requirement: Up to 50% travel within the designated territory.

Territory: Colorado, Utah, Arizona, New Mexico. Candidates must be based in this region. Territories are subject to change based on business needs.

Key Responsibilities

• Drive Product Adoption & Value: Utilize customer data and analytics to monitor utilization and customer health, identify adoption barriers, and engage at-risk accounts to prevent churn and ensure satisfaction.
• Ensure Renewals: Achieve 90%+ annual subscription renewals by maximizing client success and engaging customers proactively before renewal dates.
• Facilitate Implementation: Ensure a seamless customer implementation process by adhering to outlined phases, including appropriate onsite and virtual Professional Learning.
• Product Expertise: Develop a deep understanding of Transfr's solutions and service offerings, including implementation methodologies and advanced services, to provide accurate and valuable information to customers.
• Demonstrate Value: Communicate utilization data that clearly demonstrates the unique value created for each customer, following an agreed-upon cadence.
• Develop Self-Service Resources: Contribute to the creation and maintenance of self-service resources to empower customers to find solutions independently.
• Customer Education: Assist in creating scalable campaigns to educate customers, reduce time to value, and foster increased product adoption.
• Feedback Loop: Secure customer feedback and share it internally to influence the product roadmap.
• Account Management: Leverage a mix of automated and manual processes to maintain information flow internally and externally, documenting all aspects of customer accounts.
• Business Metrics Improvement: Improve business metrics, including NPS and Professional Learning, to provide insights into customer relationship health and areas for improvement.

Qualifications

• Experience: A minimum of 3 years of experience in customer success or account management.
• Organization: Exceptional prioritization and organizational skills to manage all aspects of a $2M+/- book of business.
• Autonomy: Ability to work independently and manage multiple customer relationships simultaneously.
• Technical Aptitude: Technically adaptive with the capability to learn new solutions and features, and communicate their value to customers.
• Communication Skills: Superior verbal and written communication abilities.
• Risk Identification: Adept at identifying customer risks and proactively engaging customers to provide solutions.
• Presentation Skills: Strong presentation skills.