Raptor Technologies

Customer Success Manager

Raptor Technologies

full-time

Posted on:

Location Type: Remote

Location: Arizona • California • United States

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About the role

  • 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

Requirements

  • 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.
  • Located in Florida
Benefits
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successrelationship buildingproblem-solvingtroubleshootingrisk assessmentaction planningchurn rate trackingsatisfaction score improvementcommunication planningproduct knowledge
Soft Skills
verbal communicationwritten communicationpresentation skillsorganizational skillstime managementdependabilitypositive attitudeself-starterrapport buildingcustomer centricity