Customer Success Associate

About Us! 

Raptor was founded in 2002 with the mission to protect every child, every school, every day. Today, Raptor is a school safety partner for 60,000 schools in 55 countries, providing SaaS and mobile technology as well as comprehensive training and consultation solutions across the entire school safety life cycle, ranging from crisis prevention and preparation to emergency response and recovery. Raptor’s globally integrated product portfolio supports a school’s foundation of safety and wellbeing, including Emergency Management, Campus Movement, Student Wellbeing and Safety Training and Compliance.

About the Role

The Customer Success Associate role is responsible for providing a premier customer experience for our existing client base. This includes providing excellent support throughout all client interactions and ensuring that every client communication is used as an opportunity to ensure they are fully utilizing and maximizing the Raptor solution.  The Customer Success Associate will work closely with their sales counterpart, Technical Support, and the Professional Services team to ensure that their clients are supported and informed during each phase of the client’s journey.  

Responsibilities 

Account management: monitors overall client success and builds strong client relationships

Provides ongoing service and support while managing the customers’ expectations and implementing action plans where needed; takes ownership of customer issues and partners with the appropriate teams to drive progress through to resolution

Helps develop best practices to mitigate future issues

Educates client based on solutions available to them that align with their current and future safety goals and priorities

Engages in mitigative outreach and support once a risk is identified

Maintains in-depth knowledge of our products and stays up to date with ongoing product releases, becoming a subject matter expert

Promotes client retention by driving adoption of products

Other relevant projects as needed 

Qualifications

Highly motivated, passionate individual looking to establish and grow their career in Customer Success

Excellent verbal and written communication, presentation, and problem-solving skills

High degree of professionalism. Ideal candidate executes consistently, is very dependable, and always approaches scenarios with a positive, customer centric, attitude

This is a high-volume position. Individual must be a self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes

Excellent soft skills

Willingness and ability to work flexible hours  

Customer service, professional development, project management and/or account management work experience in software preferred

Ability to direct and work collaboratively with colleagues  

Proficient in Microsoft Word, Excel, PowerPoint, and Outlook

Willing to travel a least 25% to visit accounts

What's in it for you? 

You join the gold standard in school safety software. 

You will join a company where innovation and customer collaboration are part of what drives new product development to help keep kids safe. 

You will work with diverse teams made up of some of the best minds in the industry.

You will exposure to strong mentorship and leadership that have supported a long history of career advancement opportunities for our employees. 

You will have access to a robust benefits package that includes: 

Remote-first philosophy 

Flexible paid time off 

Paid parental leave 

11 Paid holidays per year 

Workplace flexibility 

Affordable health coverage (medical, dental, vision), paid 100% for employee only medical 

401(k) employer contribution to help you plan for the future 

Company paid life insurance, STD, and LTD 

Pet insurance

 
Due to the high volume of applications we receive, we are unable to personally respond to every applicant or provide individual feedback. Candidates selected to move forward will be contacted directly by our team. We appreciate your interest in Raptor Technologies.

If you are a resident of California, Colorado, New Jersey, New York or Washington, please reach out to hr@raptortech.com for a reasonable estimate of annual base compensation and any eligible incentive compensation. The actual compensation offered to successful candidates for roles may be higher or lower, based on non-discriminatory criteria including but not limited to relevant professional experience, geographic location, knowledge, skills, and abilities. This range will be reviewed on a regular basis.

Raptor Technologies is an Equal Opportunity Employer, providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, compensation, training, promotion, transfer, leaves of absence, and termination.