Associate Customer Success Manager

Summary

Join Transfr's Customer Experience team as an Associate Customer Success Manager and help customers maximize the value of our products. You will utilize digital communication and self-service resources to assist customers throughout their lifecycle, driving product adoption and ensuring satisfaction. This role involves proactive communication, seamless implementation, and data communication to demonstrate value creation. You will gather customer feedback to influence product development and maintain accurate account documentation. The position requires up to 50% travel within North Carolina and South Carolina and reports to the Regional VP.

Requirements

• 1-2 years of experience in customer success, account management, or a related customer-facing role
• Ability to prioritize and manage multiple tasks while providing exceptional service to a diverse customer base
• Comfortable working independently but also thriving in a collaborative team environment
• Eagerness to learn about new solutions, features, and how to communicate their value to customers effectively
• Strong verbal and written communication skills, with the ability to communicate complex ideas in a clear and engaging manner
• Problem-solving mindset and a proactive approach to identifying customer needs and providing effective solutions
• A willingness to continuously learn and improve both personal and team performance
• Organized, detail-oriented, and able to manage time efficiently in a fast-paced environment
• Willingness to travel up to 50% of the time
• Must be authorized to work in the United States without restriction

Responsibilities

• Assist in driving product adoption and utilization by monitoring customer engagement and health
• Proactively identify any challenges hindering adoption and collaborate with the Customer Success team to implement strategies for customer retention
• Drive customer renewal efforts by maintaining proactive communication with clients well before their renewal dates to help secure timely 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
• 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

Preferred Qualifications

• Experience with SaaS products is a plus, but not required
• Knowledge of EdTech is an advantage but not essential
• Strong desire to help customers succeed and contribute to their overall satisfaction with our product

Benefits

• Stock options
• 401(k)
• Paid vacation and sick time
• Medical/dental/vision insurance