Customer Success Manager (West Coast)

Raptor Technologies is a school safety partner providing technology and training solutions for schools. The Customer Success Manager is responsible for ensuring a premier customer experience throughout the client journey, collaborating with various teams to support clients effectively.

Responsibilities:

• 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:

• At least 3 years of experience in a Customer Success Manager role in a SaaS company is required
• 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 up to 25% to visit clients
• Located in either California, Arizona, New Mexico, Nevada, Utah or Colorado