Raptor Technologies

Customer Success Manager

• 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

Customer Success Associate

Solutions Engineer

• Meets with customers following the sale to demonstrate features and functions of the software.
• Completes system configuration tasks as assigned by manager.
• Manages routine implementations with small-market customers.
• Demonstrates well-rounded knowledge of Raptor products.
• Adheres to departmental process and procedure and maintains systems of record.
• Configure and customize software modules, including Visitor Management, Kiosk, Premium Volunteer, Drill Manager, Raptor Alert, Accountability, StudentSafe and SchoolPass according to client requirements.
• Send recap emails to provide clients with summaries of the call, additional resources and relevant information.
• Maintain accurate and up-to-date records in Salesforce, ensuring proper data entry and Chatter management and document uploads.
• Conduct product configuration sessions via Teams for clients, ensuring they fully understand the features and functionality of the software modules.
• Handle auxiliary tasks such as (but not limited to) CRG Maps, Imports, GeoFencing, and Drill Backdating as assigned.
• Project Manage clients ensuring they are fully implemented on Visitor Management, Kiosk, and Premium Volunteer.
• Other relevant tasks, as needed

Software Implementation Specialist

Sales Development Rep

• Serve as the Inbound SDR team’s escalation point as needed and/or when a tie-breaking decision is needed
• Collaborate with the Sales Development leadership team on process and procedure creation and improvement
• Lead routine team meetings to ensure clear communication and coordination
• Lead a work review process to ensure effectiveness and quality
• Hold regular one on one and performance management conversations with Inbound SDR team members
• Ensure team is properly trained and developing skills necessary for meeting future goals and becoming prepared for future growth in the Company
• Provide mentorship and feedback to team that champions exceptional prospect experience
• Help translate high-level department goals into team and individual goals for staff; report on progress in the form of team performance metrics .
• Maintain a world-class culture of responsibility and accountability, including effective coaching, recognition, and upholding performance standards
• Participate in the hiring process by conducting interviews and making recommendations for employment
• Other daily execution as needed, ensuring cross-dept collaboration & communication

Sales Development Manager

• Serve as the district’s primary operational liaison and trusted advisor for Raptor safety solutions.
• Build strong relationships with district and school stakeholders to support long-term partnership success.
• Provide guidance on safety operations, system usage, adoption strategies, and best practices.
• Partner with district leadership to support continuous improvement of safety initiatives and operational processes.
• Support district preparedness efforts, including onsite support during reunification events or other safety related activities.
• Conduct regular onsite visits to district campuses and facilities.
• Monitor overall system health and identify opportunities to improve operational effectiveness and user experience.
• Review outstanding support items and coordinate follow-up with internal teams when necessary.
• Perform routine inspections and functionality checks of badges, gateways, beacons, and related devices, including work that will require climbing ladders and accessing equipment mounted in elevated locations.
• Provide weekly visit summaries outlining activities, observations, recommendations, and next steps.
• Deliver engaging onsite and virtual training sessions for school and district personnel.
• Conduct Lunch & Learn sessions and ongoing educational opportunities to reinforce best practices and product utilization.
• Support onboarding and training for new staff members using Raptor systems.
• Collaborate with district leadership to align training initiatives with professional development schedules and operational goals.
• Act as a knowledgeable resource for schools on day-to-day system usage and workflows.
• Train designated campus personnel on badge replacement procedures and operational processes.
• Support schools in maintaining badge inventory and replacement readiness.
• Promote standardized processes and consistency across district campuses.
• Assist school staff with operational questions and escalations related to Raptor solutions.
• Partner with internal Client Success, Support, Product, and Implementation teams to advocate for customer needs.
• Communicate customer feedback, operational trends, and improvement opportunities to internal stakeholders.
• Help ensure a positive customer experience through proactive communication and follow-through.

School Safety Client Success Specialist

Network Engineer

• Serve as the district’s primary technical liaison and trusted advisor for all deployed Raptor solutions.
• Build strong relationships with school and district stakeholders to ensure successful system adoption and performance.
• Provide consultation and guidance on best practices, system usage, and operational optimization.
• Deliver Level 2 technical support for hardware, software, and integrated systems deployed in customer environments.
• Diagnose and resolve technical issues related to devices, networks, and system integrations.
• Coordinate with internal engineering and support teams when advanced troubleshooting is required.
• Conduct onsite service visits to perform system diagnostics, repairs, and maintenance.
• Perform preventative maintenance and system health checks to ensure reliable system performance.
• Support product installations, upgrades, and configuration updates across customer locations.
• Provide onsite and remote training sessions for school and district staff.
• Help customers understand system functionality, troubleshooting steps, and operational best practices.
• Support adoption of new features and product capabilities.
• Document service activities, troubleshooting processes, and resolutions within internal systems.
• Maintain inventory of service tools, replacement parts, and equipment.
• Ensure all service activities align with company service standards and customer expectations.

Client Network Engineer

Accountant

• Assist the Accounting Manager in preparing financial statements in accordance with Generally Accepted Accounting Principles (GAAP) for Board and lender presentation.
• Suggest and develop procedures and processes to improve efficiency and internal controls
• Prepare journal entries and accompanying support
• Prepare and maintain detailed reconciliations of all assigned general ledger accounts
• Support an accurate and timely monthly, quarterly, and year end close
• Ensure proper accounting of inventory transactions, analyze related price & qty variances
• Prepare weekly and monthly bank reconciliations
• Create and analyze ad-hoc reports, as needed
• Assist with the annual audit by responding to audit requests and tax requests, as needed
• Assist with acquisition due diligence and integration, as needed
• Assist with sales tax filings and maintenance of Avalara system in partnership with revenue team.
• Other relevant projects, as needed or assigned

Staff Accountant

Social Media Manager

• Manage the company's social media profiles and presence, including LinkedIn, Facebook, Instagram, and YouTube.
• Regularly develop and post content to all social platforms.
• Use Canva to create thoughtful and shareable content appropriate for specific networks to both spread our brand and our content and links.
• Pull and edit clips from webinar recordings to repurpose into video content.
• Ensure a thought leadership approach is taken when creating copy that represents our brand and builds engagement through meaningful conversations.
• Review community engagement activity and respond professionally when appropriate.
• Work alongside other marketers and content producers to share awareness of upcoming events and funding deadlines.
• Explore new ways to engage and new social networks to reach our target buyers, including building our user groups.

• 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