Associate Customer Success Manager (DC, MD, VA)

Position Overview

• Location Type: Onsite (with travel)
• Job Type: FULL-TIME
• Salary: Not Specified
• Territory: Washington DC, Maryland, Virginia (up to 50% travel within this region)

Transfr is dedicated to creating pathways to career success through immersive career exploration and training simulations. Our VR experiences enhance learning and engagement, helping individuals find the right jobs and build necessary skills. We aim to improve training and job placement pipelines by connecting schools, workplaces, and governments.

This Customer Success Manager role is crucial for minimizing churn and maximizing customer retention within the Customer Experience (CX) division. The role focuses on ensuring assigned customers derive value from Transfr's products, primarily through digital communication and self-service resources. The Customer Success Manager will report to a RVP of Customer Success.

Key Responsibilities

• Drive product adoption, utilization, and expansion by analyzing customer data, identifying adoption barriers, and engaging at-risk accounts.
• Achieve over 90% annual subscription renewals by maximizing client success and engaging customers proactively.
• Ensure a seamless implementation process, including onsite and virtual Professional Learning.
• Become an expert on Transfr's solutions and service offerings to provide customers with accurate information.
• Communicate utilization data to demonstrate customer value.
• Contribute to the development of self-service resources for customers.
• Create scalable campaigns to educate customers, reduce time to value, and increase product adoption.
• Gather customer feedback to influence the product roadmap.
• Utilize automated and manual processes for information flow and account documentation.
• Improve business metrics such as NPS and Professional Learning to provide insights into customer relationships.

Qualifications

• Minimum of 3 years of experience in customer success or account management.
• Exceptional prioritization and organizational skills to manage a $2M+/- book of business.
• Ability to work independently and manage multiple customer relationships concurrently.
• Technically adaptive, with the ability to learn new solutions and communicate their value to customers.
• Superior verbal and written communication skills.
• Adept at identifying customer risks and proactively engaging customers with solutions.
• Strong problem-solving skills.

Company Information

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.