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