Customer Success Associate

The Customer Success Associate role provides 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. Account management includes monitoring overall client success and building 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 clients on available solutions and 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.