Raptor Technologies

Operations

• Support day-to-day billing execution across our subscription and hybrid software/hardware offerings
• Review new and renewal customer contracts for billing accuracy, completeness, and compliance with internal bookings policy and billing requirements
• Partner with Sales Operations to ensure accurate order entry, contract setup, amendments, and renewals in NetSuite
• Validate pricing, term lengths, billing schedules, product configurations, and renewal terms prior to invoicing
• Identify and resolve discrepancies or missing information prior to order processing
• Process customer renewals, including term extensions, upsells, downsells, and churn in the billing system
• Support generation and delivery of renewal invoices and related billing documentation
• Assist with churn processing and ensure billing and system records are updated accurately and timely
• Support billing-related month-end activities, including invoice review and reconciliations as assigned
• Serve as a point of contact for customer billing and renewal inquiries via shared inboxes or ticketing tools
• Investigate and resolve billing questions related to invoices, renewals, credits, proration, and contract terms
• Partner with internal teams to resolve complex billing issues efficiently and professionally
• Ensure a high-quality customer experience through clear communication and timely follow-up
• Maintain high data integrity across billing and contract systems
• Follow documented billing and renewal processes and identify opportunities for process improvement
• Assist with documentation of standard operating procedures as processes evolve
• Support audits, reporting requests, and ad-hoc billing projects as needed

Billing Operations Specialist

Graphics Designer

• Create visually compelling, on-brand marketing and advertising collateral for email campaigns, website, print materials, digital advertising, social media, events, and video.
• Own the creative process for projects from concept and design through final production files, including editing and proofing.
• Collaborate with marketing stakeholders to understand goals and requirements, then develop strong creative concepts (including illustrations and infographics) for digital and/or print.
• Develop, maintain, and uphold visual brand standards; ensure consistent application across marketing initiatives and communications.
• Create and refine imagery and text-based layouts for print and digital campaigns.
• Support photo and video shoots by providing shot lists, visual references, and art direction.
• Design creative assets for company presentation decks, including sales and internal materials.
• Support tradeshows and conferences through booth graphics, banner stands, promotional items, signage, and event collateral as needed.
• Manage print and production vendors; coordinate timelines, review proofs, and ensure quality and accuracy of final outputs.
• Maintain a graphics library by sourcing, organizing, and editing stock imagery and high-quality product screenshots for use across content types.
• Develop and maintain templates used across the organization (e.g., PowerPoint templates, letterhead, business cards).
• Coordinate with external creative and digital agencies as needed.

Graphic Designer

Customer Success Manager

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Customer Success Associate

Engineer

• Meets with clients following the sale to align on goals, priorities, stakeholders, and timelines.
• Creates a project plan outlining the roles and responsibilities needed to meet customer goals.
• Ensures the completion of key milestones to achieve customer goals.
• Communicating with clients throughout the implementation process.
• Ensuring that the project team is aware of key deliverables and project milestones.
• Demonstrates well-rounded knowledge of Raptor products and training approaches.
• Manages complex implementations with small-market customers.
• Adheres to departmental process and procedure and maintains systems of record.

Professional Services Engineer

Network Operations

• Monitor network, system, and hardware health 24/7 using monitoring and alerting tools.
• Respond to alerts, incidents, and outages promptly and follow defined escalation procedures.
• Perform initial troubleshooting for network connectivity, hardware failures, and performance issues.
• Participate in an on-call rotation to support after-hours and critical incident response.
• Coordinate with internal teams (Support, Engineering, IT) and external partners to resolve incidents.
• Document incidents, root cause findings, and resolution steps clearly and accurately.
• Identify recurring issues and trends to support proactive improvements.
• Perform routine system checks, maintenance tasks, and configuration validation.
• Verify service restoration and ensure proper incident closure.
• Support on-site troubleshooting, training, and deployments as needed.
• Maintain accurate operational documentation and monitoring configurations.

NOC Engineer

Support Engineer

• Serve as escalation point for complex or high-impact customer issues, including advanced technical troubleshooting and sensitive customer interactions
• Support external users with operation of the full Raptor product suite
• Handle inbound and outbound phone calls using remote assistance tools to resolve software, hardware, and network-related issues
• Take full ownership of reported issues with emphasis on research, root-cause analysis, and long-term resolution
• Deliver exceptional customer service while adhering to support policies, SLAs, and quality standards
• Provide on-demand product training to new and existing clients through support tickets and live sessions
• Lead cross-department troubleshooting efforts involving Development, Product, Infrastructure, and Customer Success
• Translate customer-reported issues into actionable technical findings for engineering and product teams
• Participate in project-based initiatives, including tooling improvements, internal automation, process redesign, and product enhancements
• Support development and implementation efforts by working with existing software components and infrastructure
• Troubleshoot network-related issues including connectivity, firewalls, ports, and VPNs
• Handle a variety of hardware issues including scanners, printers, all-in-one PCs, and peripheral devices
• Assist customers during on-site or remote implementations as required (travel up to 25%)
• Collaborate with Support Leadership and Team Leads on process, procedure, and workflow improvements
• Ensure the team receives training and notifications on new releases, features, and known issues
• Mentor and coach team members to promote technical growth and customer-first behavior
• Help translate organizational goals into team-level and individual execution plans
• Foster a culture of accountability, ownership, continuous improvement, and collaboration
• Independently manage workload while maintaining high availability for calls and tickets
• Meet or exceed defined support KPIs and performance metrics
• Participate in hiring activities including interviews and candidate evaluation
• Perform other duties as needed to support cross-department collaboration and operational success

Technical Support Engineer – Level 3

Billing Specialist

• Own the end-to-end billing lifecycle, including subscription creation, invoicing, renewals, churn, fulfillment and shipping coordination, and customer billing inquiries.
• Lead billing-related month-end close activities, including renewal invoicing, reconciliations, journal entries, and variance analysis.
• Oversee review of customer contracts (new and renewal), ensuring compliance with GAAP (ASC 606) and internal bookings policy.
• Own global monthly bookings reconciliation and billing-related reporting, ensuring accuracy and alignment across systems.
• Manage churn, upsell, and downsell metrics and reporting in partnership with Revenue and Finance teams.
• Partner with Sales Operations to ensure accurate contract setup and amendments in NetSuite for both software and hardware offerings.
• Oversee renewal contract processes to maintain high data integrity supporting accurate billing, revenue recognition, and deferred revenue reporting.
• Design, document, and continuously improve scalable billing and contract management processes to support growth.
• Create and analyze recurring and ad-hoc operational and financial reports.
• Support audits, sales tax activities, and cross-functional initiatives as needed.
• Lead, mentor, and develop a global team of billing professionals through regular 1:1s, coaching, and performance feedback.
• Serve as the primary escalation point for complex billing, fulfillment, and customer issues.
• Establish quality control and work review processes to ensure accuracy, consistency, and timeliness.
• Ensure the team is properly trained and held accountable on systems, policies, and evolving business requirements.
• Translate departmental objectives into clear team goals and measurable performance metrics.
• Foster a culture of accountability, ownership, and exceptional customer experience.
• Participate in hiring, interviewing, and onboarding of new team members.
• Drive effective cross-functional collaboration and communication across the organization.

Billing Operations Manager

Product Manager

• Collaborate with the Product Management team and stakeholders to understand customer, business and market needs; ensure alignment with product portfolio vision and the portfolio roadmap for our safety training and compliance suite plus legacy PublicSchoolWORKS.
• Develop and own the product strategy to increase customer adoption and drive new sales, leveraging a cloud-based, mobile enabled SaaS platform.
• Partner with Product Marketing to understand market needs, direction, trends, and competitive market forces
• Work directly with customers to understand their current needs and leverage these relationships in validating product direction and ideas.
• Interface and engage with our client services and professional services teams to understand and address faster time to implementation and improved customer experience.
• Evaluate and understand strategic customer and market needs to inform the prioritization of sprint planning and the direction of product roadmaps
• Utilize Agile best practices to collaborate with engineering and design leads in the definition and prioritization of customer and internal user requirements, technical debt, security vulnerabilities, system bugs, and any other necessary work to establish a groomed backlog of work for product development.
• Utilize product discovery techniques and metrics to evaluate and understand product usage, risk, data, and analytics to inform product decision making
• Develop and deliver on realistic, aggressive delivery timelines in coordination with product management, development, creative and other stakeholders
• Provide overall product leadership to resolve any impediment across the whole product life cycle for Hosting, Support, Marketing, Training, and Sales which are preventing the achievement of desired outcomes
• Manage the product life cycle from conception through release, organizational readiness, go-to-market, and beyond to ensure adoption and monetization goals are achieved for the customer and Raptor
• Define and communicate the product vision and roadmap for short-term, mid-term, and long-term horizons
• Maintain a high degree of communication across technology, development, support, implementations, sales and marketing departments in the execution of these goals
• Develop, present, and execute product plans, partnering strategies, product positioning, white papers, product briefs, sales training, partner training and competitive analysis
• Service as the subject matter expert for your product; participate in and give presentations, and demonstrations internally as well as at conferences, training sessions, customers, and partners
• Travel as needed to attend conferences, assist the sales team, speaking engagements, and product team meetings
• Other relevant projects, as needed

Senior Product Manager – Safety Training, Compliance

Financial Planning and Analysis

• Reporting to the VP of FP&A, responsible for building and scaling analytics, reporting and systems infrastructure
• Lead data design, enterprise financial modeling, and automated reporting
• Drive organizational visibility, enabling high-quality insights at scale
• Design, develop and scale informative reporting on financial metrics
• Develop daily dashboards focused on performance and operational KPIs
• Prepare ad-hoc analysis and reporting for Board and Senior Management
• Develop and maintain models for strategic decision making and scenario analysis
• Support annual operating plan, monthly forecasts and rolling 5-year strategic plan
• Monitor market trends and competitive dynamics
• Partner with Business Systems to design a centralized data repository
• Champion data management and quality across the organization
• Optimize Adaptive Insights and ongoing acquisition integration activity