Associate Customer Success Manager (NE, KS, OK, MO)

About Transfr

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 complement our rapid growth, we are seeking to add an Associate Customer Success Manager to our Customer Experience (CX) division. This role will ensure assigned customer base derives value from our products, primarily leveraging digital communication channels and self-service resources to facilitate customer success. This Customer Success Manager plays a critical role in minimizing churn and maximizing customer retention in a scalable and efficient manner. The Customer Success Manager will report to a RVP of Customer Success.

Please Note

• This role has a travel requirement of up to 50% within the expected designated territory (NE, KS, OK, MO)
• The expected territory for this role is Nebraska, Kansas, Oklahoma, and Missouri and therefore we will only consider candidates based in this region. Territories are subject to change based on business need.

Key Responsibilities

• Drive product adoption, utilization, and expansion opportunities using customer data and analytics to monitor utilization and customer health, identify patterns hindering adoption, and engage at-risk accounts with strategies to prevent churn and ensure customer satisfaction.
• Deliver on 90%+ annual subscription renewals by maximizing clients' success with our products and engaging customers well in advance of renewal dates to secure on time 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.
• Contribute to the development and maintenance of self-service resources, ensuring customers have the tools they need to independently find solutions.
• Assist in creating scalable campaigns to educate customers, reduce time to value, and foster increased product adoption.
• 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.

Qualifications

• At least 3 years of experience in customer success or account management.
• Exceptional prioritization and organizational capabilities to manage all aspects of a $2M+/- book of business.
• Ability to work independently and manage multiple customer relationships simultaneously.
• Technically adaptive with capability to learn new solutions, features/functionality, and communicate those in a value-added way to customers.
• Superior verbal and written communication abilities.
• Adept in identifying customer risks and proactively engaging customers to equip them with solutions.
• Strong presen