Senior Customer Success Associate
Raptor Maps
Customer Service, Sales & Business Development
Remote
Posted on Thursday, May 2, 2024
We are seeking a dynamic and results-driven Senior Customer Success Associate to play a pivotal role in our rapidly expanding growth team, driving the continued success of Raptor Maps in the market. Our customer-centric approach is fueled by a commitment to delivering substantial value to our clients.
In this role, the Senior Customer Success Associate will take charge of driving renewals and expansions across our existing customer base, overseeing critical aspects of onboarding and ensuring successful adoption. The focus of this position is to cultivate and strengthen relationships with our customers in the solar PV industry.
At Raptor Maps, we specialize in synthesizing, centralizing, and standardizing solar data sourced from various channels, including drones and in-field sensor & production data. As a Senior Customer Success Associate, you will excel in articulating the Raptor Maps value proposition to domestic and international solar companies. Your collaboration with the Customer Success Manager as well as Sales, Product, and Operations teams will be crucial in surpassing growth targets and contributing to the overall success of the company.
The ideal candidate for this role will be hardworking, highly motivated, possess excellent communication skills, and demonstrate a keen eagerness to drive valuable outcomes for our customers.
Core Responsibilities:
- Understand in depth the business and technical challenges in solar energy.
- Manage and nurture customer relationships across a book of business throughout the customer lifecycle, ensuring satisfaction and successful outcomes.
- Manage customer outcomes during the implementation and onboarding phase of projects.
- Propose and implement changes to onboarding processes to better standardize across project types and product lines.
- Secure renewals by implementing effective retention strategies and identify upsell and expansion opportunities with existing customers.
- Support and formalize data collection on customer feedback, customer satisfaction and NPS across customer base. Collaborate cross-functionally to inform Product and Operations roadmaps, as well as Marketing campaigns.
- Craft comprehensive customer success plans that clearly identify a path to adoption maturity, customer satisfaction, and renewal/upsell opportunities.
- Assist in creating reliable, data-backed playbooks (SOPs) for use at scale.
Experience and Qualifications:
- 3+ years experience in:
- Independently building relationships with energy industry customers.
- Selling SaaS solutions with >$75K annual recurring revenue.
- Conducting discovery calls with a wide range of customer stakeholders, including executive-level engagements.
- Crafting renewal strategies, winning proposals, and account plans.
- Managing >5 enterprise customers simultaneously.
- Independently driving process improvement changes.
Customer Interaction, Communication, and Problem-Solving Skills:
- Take responsibility for all stages of the customer lifecycle, including managing a successful onboarding process, driving adoption, and securing renewals.
- Act as an Account Manager for strategic accounts, providing dedicated, best-in-class support. Additional, provide less dedicated support to a broader customer base.
- Exhibit superb communication skills, demonstrating the ability to communicate effectively with a wide range of stakeholders in various scenarios.
- Fluency in languages beyond English is a plus, although not required.
- Proactively address challenges related to product-market fit, relationship risk, adoption risk, software launch risk, and customer-readiness risk.
- Utilize commercial negotiation, consultative-style discovery, and product discovery methodologies to resolve issues effectively.
- Leverage various data sources to drive outcomes for relevant customers, demonstrating proficiency in quantitative and qualitative data analysis.
- Use insights gained to understand utilization, product adoption, customer satisfaction, and retention and expansion metrics.
Collaboration:
- Collaborate heavily with Product and Operations teams, serving as the"voice of the customer" to ensure their needs are adequately met.
- Work closely with the customer success manager to use a data-backed approach in understanding larger product or service needs, influencing roadmaps, and shaping SOPs.
Technology and Tools:
- Familiarity with Hubspot for customer relationship management.
- Ideally, possess SQL experience to navigate and analyze data effectively.