Raptor Technologies

Customer Success Manager

• 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
• 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
• Qualifications
• Highly motivated, passionate individual looking to establish and grow their career in Customer Success
• Excellent verbal and written communication, presentation, and problem-solving skills
• High degree of professionalism. Ideal candidate executes consistently, is very dependable, and always approaches scenarios with a positive, customer centric, attitude
• This is a high-volume position. Individual must be a self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes
• Excellent soft skills
• Willingness and ability to work flexible hours
• Customer service, professional development, project management and/or account management work experience in software preferred
• Ability to direct and work collaboratively with colleagues
• Proficient in Microsoft Word, Excel, PowerPoint, and Outlook
• Willing to travel a least 25% to visit accounts

Customer Success Associate

Support Engineer

• As an Implementation Support Engineer-Badge Alert you will play a key role in supporting the successful installation and operation of Raptor’s Badge Alert system.
• This individual contributor role combines hands-on technical problem-solving with remote support responsibilities, ensuring installers and customers receive prompt, accurate, and thorough assistance.
• You will serve as a primary point of contact for installer inquiries, facilitate installation check-out processes, and troubleshoot gateway connectivity and performance issues.
• Your contributions will help guarantee smooth deployments and maintain Raptor’s reputation for delivering exceptional school safety solutions.
• Responsibilities:
• Act as first-line “help desk” support for installers, addressing technical questions and providing guidance during installations.
• Troubleshoot gateway issues, escalating complex problems when necessary.
• Collaborate with cross-functional teams including Product, Implementation, and Support to resolve installation challenges and improve processes.
• Maintain detailed records of installer communications, troubleshooting steps, and resolutions.
• Create standard operating procedures and knowledge base articles for gateways.
• Participate in onboarding and training sessions to develop deep product expertise.
• Travel to customer sites as needed for troubleshooting complex gateway issues and to assist with installations.
• Assist with occasional installation tasks when required (may involve climbing ladders).
• Perform other relevant tasks as assigned.

Implementation Support Engineer

Bookkeeper

• Assist Revenue Analysts with software renewal processes and reporting
• Respond to customer emails and requests within SalesForce; resolve and close cases
• Mail and e-mail upcoming renewal notices and invoices to customers
• Create equipment orders and quotes in NetSuite
• Assist customers with invoice questions and online store guidance
• Prepare customer required documentations such as sole source and W-9’s
• Answer the phone for incoming orders and accounting

Customer Success Associate

Implementation Support Engineer

Accounting Assistant