Customer Success Associate
About the role
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