Raptor TechnologiesRemote
Customer Success Manager (Florida)
United States of America
Full Time
3 weeks ago
No H1B
Key skills
Customer SuccessMicrosoft WordMicrosoft ExcelMicrosoft PowerPointMicrosoft OutlookSalesforceGainsightTroubleshootingCustomer Centric AttitudeSelf-directionSaaSCommunicationTime Management
About this role
Raptor Technologies is a school safety partner providing SaaS and mobile technology for schools. The Customer Success Manager is responsible for delivering a premier customer experience throughout the customer journey, working closely with various teams to support and inform clients.
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 5 years of 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
- Skilled at troubleshooting with a logical, systematic approach
- Willing to travel at least 25% to visit accounts
- Located in Florida
- Salesforce and Gainsight experience is a plus!