Customer Implementation Specialist (West)

Transfr is on a mission to help create pathways to career success. Our immersive career exploration and training simulations empower learners and job seekers of all ages find the right job for them and build the skills they need to enter (or reenter) the workforce or change careers —  helping them improve their quality of life. 
Immersive VR experiences from Transfr have been shown in studies to deliver better learning gains than video tutorials, slide presentations, and other training methods. Learners also find Transfr experiences highly engaging and enjoyable.  At Transfr, we believe the future starts with innovative workplace training and skills development. We’re building bridges between schools, workplaces, and governments to help improve training and job placement pipelines and create a better tomorrow, today. 
Summary: We are seeking a Customer Implementation Specialist to join our team. This role requires virtual and on-site work setting up and managing rollouts of our solutions to clients. The ideal candidate will be responsible for ensuring successful implementations, providing hands-on support, and fostering strong client relationships through in-person interactions. You will be on the front lines supporting the critical phase of major project implementations with strategic customers. You will drive account setup and product configuration while acting as the champion and primary source of product support to stakeholders in the project team.

Key Responsibilities:

• Please Note: There is a requirement of this role to often be on-site with our customers across the Western US region.

On-Site Implementation and Setup:
• Travel to client sites to oversee the installation and setup of our solutions.
• Ensure all hardware and software components are correctly installed and configured.
• Coordinate with internal teams and clients to plan and execute rollouts.

Client Training and Support:
• Identifying clients' needs to determine how they can best benefit from the Transfr platform
• Strategize, outline and deliver product training and resources that ensure a deep understanding of the Transfr solution
• Provide on-site troubleshooting and support to resolve any issues that arise during the implementation phase.
• Troubleshoot product and process-related issues and drive them to resolution, escalating issues to other team members or the product/engineering teams when needed

Relationship Management:
• Build and maintain strong relationships with clients through regular on-site visits and communication.
• Act as the primary point of contact for clients during the rollout period.

Project Coordination:
• Collaborate with Customer Success Managers to drive implementation and adoption through consultative product set up, training calls, and follow up with users
• Work closely with project managers to ensure timely and successful delivery of solutions.
• Monitor project progress and provide regular updates to stakeholders.
• Develop ROI Metrics: Establish key performance indicators (KPIs) and metrics to measure the effectiveness and financial impact of the implementation, that will then be presented to state and local officials

Feedback and Improvement:
• Gather feedback from clients during and after rollouts to identify areas for improvement.
• Collaborate with the product development team to incorporate client feedback into future releases.
• Assist the product team with quality assurance testing for new features, as needed
• Work closely with our customer success, sales, product, and marketing teams to develop strategies that ensure success for all users

Qualifications, Experience, and Skills:

• Minimum of 2 years of experience in a customer success, implementation, or technical support role.
• Proven experience with on-site client interactions and project management.
• Ability to travel extensively to client sites (50-75%)
• Strong technical aptitude with the ability to understand and explain complex solutions.
• Excellent communication and interpersonal skills.
• Demonstrated ability and inclination toward self-directed learning, balanced with a commitment to constant team collaboration and problem solving
• Highly organized with the ability to manage multiple projects simultaneously.
• Self-motivated and able to work independently.
• Strong client-focused approach with a commitment to delivering high-quality service.

What We Offer:
The base salary range for this position is expected to be between $75,000 and $85,000, 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