Customer Success Manager (OR & CA)

Key Responsibilities:

• Develop the classroom to career pipeline through relationships with Transfr partners.
• 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.
• Maintain documentation on all aspects of customer accounts.

Requirements:

• Strong prioritization and organizational abilities to manage all aspects of a $1M+/- book of business.
• Exceptional 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.
• Ability to manage customer relationships, guide strategic planning sessions, facilitate client training, and lead proactive check-ins and business reviews, and renewal discussions.
• Excellent presentation, and negotiation skills.
• At least 4 years of experience in customer success, educational sales, or client relationship management in EdTech.
• Experience with SAAS renewals.
• Resides in or close to the OR or CA region
• 30% travel required.