We are passionate about our mission ‘to protect every child, every school, every day.
The Customer Success Manager role is responsible for providing a premier customer experience for our existing client base throughout the customer journey, including adoption, expansion, advocacy, and retention. The Customer Success Manager will work closely with their sales counterpart, Technical Support, and the Professional Service team to ensure that their clients are supported and informed.
Drive customer success as the first point of contact for customers in named accounts.
Monitor overall client utilization and success.
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 towards resolution.
Track and improve on churn rate and satisfaction scores in assigned accounts.
Develop, conduct, and plan regular communication, risk assessments and lessons learned sessions; develop and oversee mitigation measures to turn risks into opportunities.
Build relationships with key influencers within each assigned partner to increase overall satisfaction as measured on a routine basis.
Educates client base on solutions available as well as upgrades that align with their current and future goals and priorities.
Maintains in-depth knowledge of our products and stays up to date with ongoing product releases.
Protect business with current partners to ensure they won’t be tempted to use a competitor.
Other relevant projects as needed.
Must Have’s:
Approximately 3-5 years experience in a customer success role
Outstanding relationship and rapport building abilities
Excellent verbal and written communication, presentation, and problem-solving skills
High degree of professionalism. Ideal candidate executes consistently in a high-volume environment, is very dependable, and always approaches scenarios with a positive, customer centric, attitude
Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes
Willingness and ability to work flexible hours
Proficient in Microsoft Word, Excel, PowerPoint, and Outlook. Salesforce and Gainsight experience is a plus!
Skilled at troubleshooting with a logical, systematic approach
Willing to travel a least 25% to visit accounts.
Nice to Have’s:
Besides being part of the Raptor Pack, we care about each other, making a difference in our communities and achieving a success that is mutual.
Company Overview
How did Raptor become the nation’s leading provider of integrated school safety solutions? It started when we had the vision to build the first web-based visitor management system designed specifically for K-12. That system, Raptor Visitor Management, is now trusted to protect more schools than all other K-12 visitor management systems combined. Today, Raptor is trusted by over 35,000 K-12 U.S. schools, representing more than 5,000 districts. Every school day, Raptor screens over 350,000 visitors, flags 75 sex offenders, and alerts schools of 150 child custody issues.
But we didn’t stop there, Raptor has grown into a fully integrated school safety software suite that enables schools to not only screen visitors, but also screen and track volunteers, report on drills, respond to emergencies, and reunite families. Raptor Technologies is setting the standard for school safety by carrying out its mission to protect every child, every school, every day.
Raptor Technologies is an equal opportunity employer and embraces diversity of every kind.
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