Role: Customer Migration Specialist
FLSA: Full Time | Exempt | Salaried | Remote (US)
Reports to: Customer Success Team Lead
Trustwell is on a mission to change the food industry. Combining FoodLogiQ’s supply chain management software with Genesis’ nutritional analysis and label development solution, the Trustwell Connect platform creates the food industry’s only full-scale solution connecting product development and regulatory-compliant labeling with supplier compliance, enhanced traceability, and automated recall management. From food and supplement manufacturers to retail grocers and restaurant chains, more than 2,500 food companies around the world use Trustwell software as their trusted source for compliance and quality solutions in the food industry. For more information, visit Trustwell.
Trustwell is looking for ambitious, energetic professionals who enjoy a fast-paced team environment filled with challenges and career growth opportunities in a rapidly growing tech firm. Our successful employees are sales and service-oriented people with integrity and commitment toward a common goal of excellence. Not only does Trustwell offer a strong foundation of success for those it employs, but we also offer a robust and attractive total rewards package.
What's in it for you?
- Excellent Work-life balance, including flexible scheduling, remote-first, and responsible PTO
- Career growth with professional development and career pathing
- An organization that fosters collaboration and teamwork - focused on innovation and creativity.
- Access to healthcare, retirement, wellness programs, and much more...
Still Interested? We'd love for you to keep reading and submit your application today! :)
Scope of Position:
Trustwell is seeking a Customer Migration Specialist to guide our customers through the transition from our legacy platform to our new self-service platform. This role is crucial in ensuring a smooth migration experience for our customers by providing hands-on support, answering questions, and addressing any concerns related to the implementation. You will engage directly with customers who require process changes and some internal adjustments to adopt our new solution, while capturing feedback on the software. A key part of the role will also be to leverage scalable engagement techniques to encourage widespread adoption.
Essential Duties & Responsibilities:
- Proactively reach out to existing customers and offer personalized assistance to migrate to the new self-service platform.
- Guide customers through the implementation process, ensuring they understand the steps and requirements needed for a successful transition.
- Collaborate with customers to help them adjust their processes and workflows to align with the new platform's features and functionality.
- Develop and implement scalable communication strategies (e.g., webinars, group training sessions, email campaigns) to engage a larger audience of customers and drive adoption.
- Use structured steps, templates, and resources to create a one-to-many approach that helps customers understand the value and ease of the transition and accelerates their decision to migrate.
- Conduct regular follow-up calls or meetings with customers to monitor progress, resolve issues, and provide ongoing support.
- Learn and document the pros and cons of the new software based on customer feedback to inform future improvements.
- Collaborate with the product and support teams to relay customer feedback and identify common challenges or areas for enhancement.
- Provide excellent customer service, ensuring a positive experience throughout the migration process.
- Educate customers on the benefits and capabilities of the new platform to increase adoption and satisfaction.
- Other duties as assigned.
Education/Experience:
- Associate’s degree, or higher, in business administration, management, or similar; preferred.
- Three to five years of related experience; preferably in a customer success, support, or a client-facing role, ideally within a SaaS or technology-driven company; required.
Required Skills/Abilities:
- Excellent communication and interpersonal skills, with the ability to explain technical concepts in a simple, clear manner.
- Strong problem-solving abilities and the capacity to work independently with customers to overcome implementation challenges.
- Experience in scaling customer engagement, such as creating automated or multi-customer touchpoints (e.g., webinars, training videos).
- Ability to manage multiple customer relationships and prioritize tasks efficiently.
- Familiarity with process management, change management, and self-service tools is a plus.
- Ability to gather and document detailed customer feedback
Supervisory Responsibilities:
Total Rewards Package:
- Competitive Compensation (base + bonus); commensurate on experience.
- Full healthcare benefits, including medical, dental, and vision.
- Supplemental benefits, including STD, LTD, HSA, 401k, etc.
- Responsible Time Off (PTO) + Holiday Pay
- Excellent culture, growth opportunities, plus much more...
What to expect - the Hiring Process!
- Phone Screen - Human Resources
- Interview with Hiring Manager/ Dir, Account Management
- Interview with Chief Customer Officer
- Potential Hiring Assessment
- Offer of Employment (Background Screening + References)
Trustwell is an equal employment opportunity employer committed to hiring and retaining a diverse workforce. Applicants receive fair and impartial consideration without regard to race, sex, sexual orientation, gender identity, color, religion, national origin, age, disability, veteran status, religion, or other legally protected class. If you need accommodation for any part of the employment process due to a medical condition, or any disability, please contact a member of our human resources team. #LI-DG1
Acceptable Background and References Required; upon any conditional offers made by Trustwell.
Equal Opportunity Employer/ DFWP/ Affirmative Action
CompensationUp to $60,000k/per annum + Bonus
