Careers

Client Success Specialist

Pay Status and Classification: Exempt, Regular Full-time

Supervisor Title: Client Success Manager

Work Location: Remote in New York or Texas. If in New York and local to company headquarters there are days the Client Success Specialist is expected to be in the office for company meetings.

Position Purpose: The Client Success Specialist works closely with clients to establish both short- and long-term strategies while creatively diagnosing and solving client knowledge gaps and technical issues related to Transfinder’s tools and products. The Client Success Specialist implements and provides feedback on processes, best practices, and technical solutions to support these goals. As a leader within the Client Services department, the Client Success Specialist will support Client Services team members with the challenges they are experiencing with clients and collaborate on solutions.

Essential Duties and Responsibilities:

•  Strategic Relationship Management and Engagement: Builds and maintains strong relationships with clients, ensuring that they feel valued and satisfied with their interactions with Transfinder. Proactively follows up with clients to address any concerns, ensure their satisfaction, and identify opportunities for additional department engagements. Engages with clients through meetings, assessing their specific concerns and pain points. Acts as a service liaison for clients with complex or robust business requirements after they complete their implementations. Coordinates and participates in Client Success-led programs designed to ensure the ongoing success of clients, including state reporting, release planning, or migrations.
• Technical Support and Problem Solving: Diagnoses specific client issues, working with internal teams to determine resolution. Analyzes client data to identify patterns and trends that may be causing or could cause potential issues. Identifies potential issues while developing solutions to help reduce churn and increase client satisfaction. Evaluates product adoption, identifying opportunities for additional training or Transaction Processing System (TPS) consulting services. Maintains and stays current with Transfinder’s products and services to provide the best recommendations to clients when facing difficulties.
• Reporting and Documentation: Creates, tracks, and maintains an individualized plan for each client that includes a specific definition of success. Coordinates with other Client Services team members to execute client escalation plans and provide feedback on client trends. Maintains clear, complete, and accurate documentation related to all activities related to client escalations in the Customer Relationship Management (CRM) system. Implements and provides feedback on an escalation playbook, which outlines processes and practices utilized to enhance the adoption of Transfinder software for clients in at-risk situations.
• Team Collaboration: Cultivates a positive and supportive team culture by encouraging open communication, sharing best practices, and assisting colleagues in achieving their goals. Collaborates with team members to promote an atmosphere that encourages optimism and dedication to help develop and implement effective client resolutions. Participates in team meetings and contributes to the continuous improvement of service processes and outcomes.
• Administration: Represents Transfinder at networking events while promoting our products and solutions. Creates and presents both small and large group presentations. Other duties and projects as assigned.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Possess outstanding project management and client relation skills.
• Basic technical proficiency is required with the ability to interpret and understand technical concepts.
• Highly organized and self-motivated.
• Active team player, self-starter, and multitasker who can quickly adjust priorities.
• Excellent interpersonal and conflict resolution skills, with a commitment to exceptional customer service.
• Ability to learn new software and procedures quickly and independently.
• Ability to make recommendations, as opposed to only identifying problems.
• Ability to work independently as well as part of a team.
• Ability to create presentations and present content in small and large group settings.
• Valid driver's license and reliable transportation.

Experience:

• 3+ years of experience in a Client Support or Success position, preferably supporting enterprise-level software.
• Familiarity with routing software is preferred while showing the aptitude to learn new systems and skills.
• Experience with Microsoft Office Suite and CRM software.

Travel Requirements:

• The ability to travel occasionally to attend corporate meetings and conferences.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
•  Must be able to lift up to 15 pounds at times.

Annual Salary Range: $70,000.00-$100,000.00

Salary is established based on various factors, including, but not limited to, prior employment history/job related knowledge, education and training, skills, and geographic location. These factors are taken into consideration during the employment offer process.

• Inside Sales Strategy: Prospects and qualifies leads in assigned regions for designated Sales Consultants. Develops and implements targeted sales strategies to maximize lead conversion. Maintains a pipeline of potential clients and track progress towards sales goals. Schedules appointments and presentations for Sales Consultants. Coordinates post-demonstration follow-up with Sales Consultants to close business. 
• Outside Sales Strategy: Attends on-site demonstrations as needed. Networks with industry professionals to identify new business opportunities. 
• Communication and Collaboration: Communicates directly with decision-makers, including executives, throughout the sales process. Collaborates with the marketing team to develop and refine sales materials and presentations. Participates in regular sales meetings and training sessions to stay updated on product offerings and sales techniques. 
• Conferences: Represents the company at regional and/or national conferences and client summits. Strategies with the marketing team to develop strategies for conference set-ups.  
• Documentation: Manages prospect notes in the Customer Relationship Management (CRM) system. Updates the CRM after prospect outreach. Prepares and submits regular sales reports and forecasts to management. Ensures all client information is accurately recorded and maintained in the CRM system. 
• Administration: Perform other duties and projects as assigned. 

• Excellent interpersonal and customer service skills. 
• Excellent verbal and written communication skills. 
• Excellent sales and negotiation skills. 
• Excellent organizational skills and attention to detail. 
• Strong analytical and problem-solving skills. 
• Ability to function well in a high-paced and at times stressful environment. 
• Proficient Microsoft Office skills. 

Applications Specialist 

Pay Status and Classification: Exempt, Regular Full-time

Supervisor Title: Training Manager

Work Location: Remote in New York or Texas. If in New York and local to company headquarters in Schenectady, NY there are days the Applications Specialist is expected to be in the office for company meetings.

Position Purpose: The Applications Specialist serves as the main point of contact for providing technical training to Transfinder clients. The Applications Specialist assesses new and existing client training needs, providing customized and detailed training. The Applications Specialist works in partnership with Client Project Managers, Client Relations and Support Services teams, collaborating on projects and providing the status of open projects.

Essential Duties and Responsibilities:

• Training Delivery: Facilitates technical and complex training to users through webinars, video conference one-on-one instruction, in person at client locations, Transfinder University, and at the Transfinder Annual Client Summit. Conducts in-person training to internal teams. Provides ongoing support and follow-up training sessions as needed.
• Training Schedule Creation: Creates and manages training schedules and classroom agendas based on client-specific needs and project timeline.
• Training Program Design: Creates and implements high quality custom training programs based on clients specific needs to teach clients new skills and meet organizational needs.  Shares innovative training concepts with fellow team members.
• Training Materials: Prepares thorough training materials, such as presentations, manuals, and other materials. Collaborates with training team members to stay current on product knowledge information for training materials.   Updates training materials based on client feedback and product enhancements.
• Training Evaluation: Evaluates the effectiveness of training sessions, assesses participants learning, and maintains records of training materials and curriculum within the current Customer Relationship Management (CRM) system.  Documents training session notes to ensure internal stakeholders are informed of training session outcomes.
• Other duties and projects as assigned.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Outstanding interpersonal skills, with a desire to provide exceptional customer service.
• Organized with attention to detail.
• Strong presentation skills.
• Ability to design and implement effective training and development.
• Adept with a variety of multimedia training platforms and methods.
• Ability to work independently and as a member of the Training team.
• Ability to learn new software and procedures quickly and independently.

Experience:

• 2-4 years of professional experience in a 1-1 technical training position.
• Demonstrated experience using Microsoft Office Suite and CRM software.

Travel Requirements:

• Ability to travel to client locations to conduct on-site training as needed.
• Ability to travel to Transfinder’s Annual Client Summit.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 20 pounds at times.

Annual Salary Range: $60,500.00-$85,000.00

Salary is established based on various factors, including, but not limited to, prior employment history/job related knowledge, education and training, skills, and geographic location. These factors are taken into consideration during the employment offer process.

Overview 

The Senior Site Reliability Engineer (SRE) plays a crucial role in ensuring that Transfinder delivers top-notch cloud-based software solutions to our clients. This position combines software engineering and systems administration to enhance our essential infrastructure's reliability, scalability, and performance. The Senior SRE will work closely with development and operations teams to design, implement, and optimize highly available, secure, and cost-effective cloud environments.

 RESPONSIBILITIES:

• Architect and Implement Cloud Infrastructure: Design, build, and maintain robust cloud infrastructure solutions leveraging AWS and other cloud technologies.
• Mentorship and Knowledge Sharing: Provide technical guidance and mentorship to junior SREs, fostering a culture of continuous learning and improvement.
• Process Improvement: Identify opportunities to enhance operational efficiency and reliability through process automation and optimization.
• Drive Reliability and Performance: Develop and execute plans to meet and surpass Service Level Objectives (SLOs) and Service Level Agreements (SLAs).
• Automation and Tooling: Build and maintain automation frameworks to streamline operations, reduce manual effort, and increase efficiency.
• Incident Response and Resolution: Lead incident response efforts, conduct root cause analysis, and implement preventive measures to minimize downtime.
• Capacity Planning and Optimization: Proactively identify and address performance bottlenecks, optimize resource utilization, and ensure system scalability.
• Security and Compliance: Implement and maintain robust security measures to protect sensitive data.

REQUIREMENTS

• 5+ years of experience in Site Reliability Engineering or a similar role.
• Cloud Expertise: Extensive expertise in the AWS cloud platform and its services.
• Programming and Scripting: Proficient in a scripting language (e.g., Python, PowerShell).
• Infrastructure as Code (IaC): Experience with an IaC tool such as Terraform.
• Technical Knowledge: In-depth understanding of Linux systems, networking, load balancing, and security principles.
• Observability: Experience with monitoring and alerting tools (e.g., Prometheus, Kibana, Grafana).
• Skills: Strong problem-solving, troubleshooting, and analytical skills.
• Communication: Excellent communication and collaboration skills.
• Bonus: Expérience with containerization technologies (Docker, Kubernetes) is a plus.

Salary $100,000 to $150,000
Salary is established based on various factors, including, but not limited to, prior employment history/job related knowledge, education and training, skills, and geographic location.

These factors are taken into consideration during the employment offer process.

Overview

Transfinder is a leading software provider for Transportation Management Systems seeking an enthusiastic and motivated Software Developer to join our growing team. They will report directly to the Director of Software Development while working closely with other developers, Scrum Masters, Product Owners and QA. The developer will be responsible for supporting existing products as well as working on enhancements and new products while adhering to best practices and the standards in place. 

Responsibilities

• Promote an atmosphere that encourages collaboration, optimism and dedication
• Interpret design specifications for development while offering opinions for improvements
• Provide estimates and regular updates as requested
• Develop applications to specification
• Troubleshoot and debug existing applications
• Create cross browser and mobile application code that maintains proper coding standards
• Create and maintain technical documentation
• Assist team members when appropriate
• Present work in a group setting

Requirements

• Bachelor’s in Computer Science or equivalent
• Minimum of 3 years’ experience
• Strong collaborative and communication skills
• Experience with OOP, Angular, C#, Web API, JavaScript, HTML, CSS, Databases, Web and Mobile Development Tools
• Familiarity with ESRI or other GIS products is desired but not required

Salary $75,000 to $175,000
Salary is established based on various factors, including, but not limited to, prior employment history/job related knowledge, education and training, skills, and geographic location.

These factors are taken into consideration during the employment offer process.

Account Executive

Pay Status and Classification: Exempt, Regular Full-time

Supervisor: Director of Client Relations

Work Location: Remote in New York or Texas. If in New York and local to company headquarters, the Account Executive will be expected to attend monthly in-person team meetings and be in the office for company meetings. If hired and not based near company headquarters, the Account Executive will occasionally be required to travel to headquarters.

Position Purpose: The Account Executive manages client accounts and acts as the primary point of contact for school districts within the assigned geographic territory. This role involves building and maintaining strategic relationships with clients by identifying new business opportunities and promoting Transfinder’s technology solutions, ensuring clients fully leverage these solutions. Additionally, the Account Executive is customer service-focused, ensuring clients are fully satisfied and effectively utilizing Transfinder’s solutions to meet their needs.

Essential Duties and Responsibilities:

• Customer Engagement and Relationship Management: Cultivates and maintains strong, long-term client relationships. Acts as a trusted advisor by understanding client goals and challenges. Keeps clients informed about new products, features, and services. Ensures clients are fully utilizing Transfinder’s solutions to meet their needs and achieve their goals. Regularly gathers client feedback to help shape future product enhancements.
• Sales Development: Educates clients on Transfinder’s latest products and services. Proactively identifies opportunities to improve client operations using Transfinder’s technology. Sells additional solutions tailored to meet clients' needs. Conducts product demos and client presentations, effectively communicating the value of software solutions to diverse audiences, including C-level executives and operational teams.
• Reporting and Forecasting: Manages accurate records of sales activities and client interactions in the Customer Relationship Management (CRM) software.
• Administration: Collaborates with internal teams to ensure seamless delivery of solutions and client satisfaction. Represents Transfinder at offsite events and conferences. Other duties and projects as assigned.

Required Skills/Abilities:

• Excellent interpersonal and customer service skills with the ability to build trust with both internal and external teams and deliver exceptional customer service.
• Excellent sales and negotiation skills.
• Excellent organizational skills and attention to detail.
• Proven ability to set and achieve ambitious goals independently.
• Strong analytical and problem-solving skills with the ability to quickly identify and resolve client issues.
• Ability to function well in a high-paced and at times stressful environment.
• Ability to work collaboratively within a team or autonomously to achieve results.
• Proficiency with CRM systems and data analysis tools.
• Proficient with Microsoft Office Suite or related software.

Experience:

• 5-10 years of experience in consultative sales and/or client relations, with a proven track record of building long-term client relationships and driving revenue growth.
• Demonstrated expertise in developing and nurturing long-term client relationships, focusing on client satisfaction, retention, and upselling additional products or services.
• Proven ability to manage complex client portfolios involving multiple stakeholders.
• Experience working in or with the public sector, preferably within the education or transportation industries.
• Strong proficiency in utilizing CRM systems to manage sales pipelines and client relationships, emphasizing data-driven decision-making and reporting.
• Proven success in meeting or exceeding sales targets and performance metrics, including growing accounts and achieving traditional account management activity Key Performance Indicators (KPIs).

Travel Requirements:

• Ability to travel to visit clients and potential clients and attend conferences as needed.
• A valid driver's license is required. 

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
  

Annual Salary Range: $61,000.00-$75,000.00

Salary is established based on various factors, including, but not limited to, prior employment history/job related knowledge, education and training, skills, and geographic location. These factors are taken into consideration during the employment offer process.

• A minimum of 5 years of direct sales experience within the technology sector. 
• Demonstrated experience in both virtual and face-to-face sales environments.  
• Proven ability to win new business opportunities in a competitive marketplace. 
• Understanding of public sector and experience with software solutions. 

Travel Requirements: 

• Ability to travel to visit prospects and attend conferences as needed.  

Physical Requirements: 

Salary: $61,000.00 to $80,000.00

First year target earnings are $150,000.00 - $180,000. Top performers can make over $300,000.00.

Salary is established based on various factors, including, but not limited to, prior employment history/job related knowledge, education and training, skills, and geographic location. These factors are taken into consideration during the employment offer process.