TRANSFR creates job-training simulations in virtual reality designed across industry that teaches novices in the same manner that experts master their crafts - through trial and error. Data-driven simulations work like virtual coaches, adapting to every person’s pace and skills while responding to their mistakes.
Our immersive experience training method helps trainees build confidence in their knowledge, skills and abilities. We provide a better way to train young adults for the skills they need to succeed on the job. We focus on developing a pipeline of talent for jobs that are going unfilled, significantly reducing cost and risk.
To complement our rapid growth, we are seeking to add a Customer Success Manager to our organization. The ideal individual will assist in the creation of a classroom to career pipeline, helping to understand our mix of customers and trained students, and to segment and target customer success activities. They will be focused on partnering with customers to ensure the increased skills obtained through TRANSFR are leading to job placements. They will also lead the renewal and expansion efforts for our customer portfolio. The Customer Success Manager will report to the Director of Customer Success.
***This is a full-time remote position. Must reside in the Southeast with close proximity to AL.***
Key Responsibilities:
- Develop the classroom to career pipeline, along with the network of affiliated relationships with employers, workforce development, and educational institutions.
- Identify the key outcomes for our customers, primarily the impact to job attainment and/or educational placement.
- Create QBR and annual reports that demonstrate the value creation unique for each customer.
- Deliver on 90%+ annual subscription renewals, maximizing clients' success with our products and attainment of clients' desired outcomes.
- Manage customer relationships and become a trusted advisor for the customer.
- Improve on business metrics to measure TRANSFR’s impact, NPS, training likeability, and other metrics to provide TRANSFR with insight into the health of its customers relationships.
- Monitor and remediate customer accounts that do not meet TRANSFR’s standard for health to ensure that customers are always satisfied with TRANSFR.
- Become knowledgeable of TRANSFR’s solutions and service offerings, including implementation methodologies and advanced service offerings.
- Establish and drive client and internal relationships and communication.
- Expand TRANSFR's footprint in current customer accounts by driving product utilization and expansion opportunities with assigned accounts.
- Work to ensure customer satisfaction with the TRANSFR product by anticipating customer needs, understanding the overall vision of their company, and helping stakeholders achieve success through the TRANSFR platform.
Requirements:
- At least 4 years of experience in customer success, educational sales, or client relationship management in EdTech.
- Ability to manage customer relationships, guide strategic planning sessions, facilitate client training, and lead proactive check-ins and business reviews.
- Strong organizational, managerial, and personal skills to successfully communicate and negotiate with internal and external customers.
- Technically adaptive, ability to learn new solutions, features/functionality, and communicate those in a value-added way to customers.
- Continuous learning mindset and detail-oriented approach to the TRANSFR mission to create jobs.
- Proven track record of consistently exceeding objectives; self-motivated, and driven by results.
- Superior verbal and written communication skills.
- Excellent presentation, and negotiation skills.
- Experience with SAAS renewals.
- Candidate must reside in the Southeast.
- Bachelor's degree required.
- 15% travel expected.
What We Offer
We offer the opportunity to be at the forefront of new technology that is transforming the education and training sector in a collaborative work environment, that enables personal and professional growth.
At TRANSFR, we embrace diversity because it breeds innovation. TRANSFR is an equal opportunity employer and participates in E-Verify. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
**Must be legally authorized to work in the United States without restriction.**
Learn more at https://transfrvr.com
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