Customer Success Associate

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