Job details

Customer Success Automation Manager

Transfr is on a mission to create alternative pathways to career success. Our hands-on simulation-based training provides people with the skills they need to enter or reenter the workforce, enabling them to have a better quality of life. Our technology gives immersive training that the user absorbs much more readily than video tutorials, slide presentations, and other training methods.

We believe the future starts with innovative workplace training and hands-on skills development. We’re building bridges between schools, workplaces, and governments to make jobs more accessible and create a better tomorrow, today.

This is an exciting time! Demand for VR skills-based training has never been higher. Our startup is in hyper growth mode, scaling in every direction.

We are looking for people that possess a true love for learning and have a burning desire to contribute to outcomes that change the world.

Position Summary: To complement our rapid growth, we are seeking to add a Customer Success Automation Manager to our Customer Experience (CX) organization. This role will focus on the support of the Tier 3 customer base, through the creation of automated processes (CSAM program) and strategic planning across all customers.

Key Responsibilities:

Establish and maintain automation processes for all key aspects of the customer life cycle:
Onboarding and training
Nurturing and relationship management
Renewals
Partner with operations and other teams to create and maintain the needed systemic workflows, notably in Salesforce, email, and reporting.
Support the processes prior to automation, with oversight of any manual or in person needs, such as email communication, meetings, contracts and other documentation.
Coordinate feedback from all Go To Market teams to evolve and improve the CSAM program.
Support the territory analysis and planning for CSM assignments, ensuring alignment across the GTM pods
Support of the headcount planning and modeling for CSM and Technical Support Teams
Assignments for all new and incoming customer deals that fit the CSAM program, and coordination with Deal Desk and Sales Ops for resolution of any outstanding issues.
Driving the enhancement and bug processes for all key systems used across CX Teams, including Salesforce, Domo, Salesloft, Brandfolder, etc.
Manage critical CX processes that optimize business performance, design & maintain CX reporting, quota & performance management, and data issue resolution.
Develop and maintain Salesforce reporting and dashboards to ensure process adoption, efficiency, and compliance with business and accounting processes.

Requirements:

7+ years of experience in operations, program and project management, and/or developing workflows and processes.
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.
Establish and drive client and internal relationships and communication. Superior verbal and written communication skills.
Ability to interact effectively internally across all teams and levels.
A drive towards efficiency and scalability.
Excellent presentation, and negotiation skills.
Familiarity with marketing campaigns or like processes related to email communications is a bonus.

What we offer

The base salary range for this position is expected to be between $90,000 and $110,000, with the actual base salary amount dependent on a number of factors, including but not limited to a candidate’s credentials, relevant experience, and primary job location. In addition to salary this role may be eligible for variable compensation and additional company benefits such as stock options, 401(k), paid vacation and sick time, and medical/dental/vision insurance.

In Closing:

If you're looking to make a big difference in the lives of others, we invite you to join us on our mission to make learning more intuitive by helping individuals develop the skills they need for career success.

Be a part of creating pathways to prosperity by helping to develop training simulations to teach skills that lead to well-paying jobs, for all.

At Transfr, we embrace diversity because it breeds innovation. Transfr is an equal opportunity employer that participates in E-Verify committed to providing equal employment opportunities to all applicants, consultants, and employees, and prohibits discrimination and harassment of any type without regard to race, color, religion, age, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

**Must be authorized to work in the United States without restriction**

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Learn more at transfrinc.com

TRANSFR Glassdoor Company Review

4.5

TRANSFR DE&I Review

4.6

CEO of TRANSFR

Bharanidharan Rajakumar

Approve of CEO

By TRANSFR

TRANSFR’s mission is to create alternative pathways to prosperity. We believe that everyone should be able to find a well-paying job, and that a world where this is true is one that is better for every player in it: the people, the companies that ...

24 jobs

FUNDING

Growth

INDUSTRY

Education & Training Services

TEAM SIZE

51-200

LOCATION

Hybrid, based in New York, NY

DATE POSTED

March 29, 2023