Customer Migration Specialist

Scope of Position: The Customer Migration Specialist will guide our customers through the transition from our legacy platform to our new self-service platform. This role is crucial in ensuring a smooth migration experience for our customers by providing hands-on support, answering questions, and addressing any concerns related to the migration.  

You will engage directly with customers—both business and technical stakeholders—who require process changes and internal adjustments to adopt our new solution, while capturing feedback on the software. A key part of this role involves explaining technical concepts such as APIs, security models, data handling, and integration steps in a way that is accessible and actionable.  You will also interface regularly with customer IT departments to discuss integration pathways, data flows, and compatibility with existing infrastructure, while also leveraging scalable engagement techniques to encourage widespread adoption. 

Essential Duties & Responsibilities include but not limited to:  

• Proactively reach out to existing customers and offer personalized assistance to migrate to the new self-service platform.
• Guide customers through the implementation process, ensuring they understand the steps and requirements needed for a successful transition.
• Collaborate with customers to help them adjust their processes and workflows to align with the new platform's features and functionality.
• Develop and implement scalable communication strategies (e.g., webinars, group training sessions, email campaigns) to engage a larger audience of customers and drive adoption.
• Use structured steps, templates, and resources to create a one-to-many approach that helps customers understand the value and ease of the transition and accelerates their decision to migrate.
• Conduct regular follow-up calls or meetings with customers to monitor progress, resolve issues, and provide ongoing support.
• Learn and document the pros and cons of the new software based on customer feedback to inform future improvements.
• Collaborate with the product and support teams to relay customer feedback and identify common challenges or areas for enhancement.
• Provide excellent customer service, ensuring a positive experience throughout the migration process.
• Educate customers on the benefits and capabilities of the new platform to increase adoption and satisfaction.
• Other duties as assigned. 

Education/Experience:  

• Associate’s degree, or higher, in business administration, management, or similar; preferred. 
• Three to five years of related experience; preferably in a customer success, support, or a client-facing role, ideally within a SaaS or technology-driven company; required. 
• Experience with technical documentation, API usage instructions, or systems training is a plus. 

Required Skills/Abilities:  

• Excellent communication and interpersonal skills, with the ability to explain technical concepts in a simple, clear manner.
• Familiarity with APIs and basic security/privacy principles (e.g., data encryption, role-based access).
• Strong problem-solving abilities and the capacity to work independently with customers to overcome implementation challenges.
• Experience in scaling customer engagement, such as creating automated or multi-customer touchpoints (e.g., webinars, training videos).
• Familiarity with process management, change management, and self-service tools is a plus.
• Ability to gather and document detailed customer feedback especially regarding technical integration or platform capabilities.
• Strong experience collaborating with customer IT departments and technical stakeholders to walk through integration workflows and troubleshoot environment-specific concerns. 

Total Rewards Package:  

• Full healthcare benefits, including medical, dental, and vision. 
• Supplemental benefits, including STD, LTD, HSA, 401k, etc.
• Responsible Time Off (PTO) + Holiday Pay
• Excellent culture, growth opportunities, plus much more... 

What to expect - the Hiring Process!  

• Interview with Human Resources
• Interview with Hiring Manager
• Peer Panel Interview
• Interview with Chief Customer Officer
• Offer of Employment (Background Screening/References) 

Hiring Eligibility: This is a fully remote position open to candidates located anywhere within the United States. Eligibility to work remotely is subject to company policy and applicable state laws. Candidates must have work authorization to work for any U.S. based employer. Please note that certain benefits, taxes, or employment terms may vary by state.  

Compensation: The compensation for this role is anticipated up to $60,000/per annum. The final salary will be factored by candidate skills, education, and other qualifications. This role is also bonus eligible [up to 10%] annually based on company performance and objectives. 

To learn more about the culture & employee experience at Trustwell, check out our LinkedIn or GlassDoor!