About the Raptor Map
Solar power is the world’s largest new source of energy. Raptor Maps is a fast-growing, venture-backed, MIT-born climate tech startup developing software to enable the scaling of the solar energy industry. Stakeholders across the solar power lifecycle use Raptor Maps’ data models to manage growing utility-scale solar portfolios. We are an industry leader with hundreds of customers, including owners, builders, operators, and aviation service providers, managing over 200 million solar panels in over 45 countries. Our software platform is essential in the fight against climate change.
We are seeking a dynamic, results-driven Senior Customer Success Associate to play a pivotal role on our rapidly expanding growth team and drive Raptor Maps’ continued success in the market. Our customer-centric approach is driven by a commitment to delivering significant value to our clients.
In this role, the Senior Customer Success Associate will be responsible for driving renewals and growth across our existing customer base, overseeing key aspects of onboarding and ensuring successful implementation. The focus of this position is to nurture and strengthen relationships with customers in the solar industry.
Raptor Maps specializes in integrating, centralizing and standardizing solar data collected from various channels including drones, field sensors and production data. As a Senior Customer Success Associate you will be able to clearly communicate the value proposition of Raptor Maps to solar companies both locally and internationally. You will partner with Customer Success Managers, Sales, Product and Operations teams to exceed growth targets and contribute to the overall success of the company.
The ideal candidate for this role will be hard-working, highly motivated, have excellent communication skills and demonstrate a strong passion for delivering valuable results for our clients.
Primary Responsibilities:
Gain a deep understanding of the business and technical challenges in solar energy.
Manage and nurture customer relationships across the entire customer lifecycle to ensure satisfaction and success.
Manage customer outcomes during the implementation and onboarding phases of projects.
Propose and implement changes to onboarding processes to improve standardization across project types and product lines.
Implement effective retention strategies to ensure renewals and identify upsell and expansion opportunities with existing customers.
Support and formalize data collection on customer feedback, customer satisfaction and NPS across the customer base. Work cross-functionally to inform product and operational roadmaps, and marketing campaigns.
Develop a comprehensive customer success plan that clearly identifies paths to adoption maturity, customer satisfaction, and renewal/upsell opportunities.
We help you create reliable, data-driven playbooks (SOPs) for use at scale.
Experience and Qualifications:
At least 3 years of experience in the following fields:
Build unique relationships with energy customers.
You sell a SaaS solution that generates over $75,000 in annual recurring revenue.
Conduct discovery calls with a wide range of customer stakeholders, including C-level engagement.
Develop renewal strategies, win-win proposals, and account plans.
Manage more than five enterprise customers simultaneously.
Independently drives process improvement changes.
Customer Relations, Communication and Problem Solving Skills:
You will be responsible for all stages of the customer lifecycle, including managing the successful onboarding process, driving adoption and ensuring renewals.
Act as an Account Manager for strategic accounts to provide best-in-class, dedicated support, plus provide less dedicated support to the broader customer base.
Demonstrate excellent communication skills and the ability to communicate effectively with a wide range of stakeholders in a variety of scenarios.
Fluency in a language other than English is not required but would be an advantage.
Proactively address challenges related to product-market fit, relationship risk, adoption risk, software release risk, and customer readiness risk.
Utilize commercial negotiation, consultative style discovery and product discovery methodologies to effectively solve problems.
Leverages a variety of data sources to drive relevant client outcomes and demonstrates proficiency in quantitative and qualitative data analysis.
Use the insights gained to understand utilization, product adoption, customer satisfaction, retention and expansion metrics.
collaboration:
You will work closely with product and operations teams and act as the “voice of the customer” to ensure customer needs are met appropriately.
You’ll work closely with your Customer Success Manager and use a data-driven approach to understand broader product and service needs, influence roadmaps and shape SOPs.
Technology and tools:
Familiarity with Hubspot for customer relationship management.
Ideally, you should have SQL experience to effectively navigate and analyze data.
All Raptor Maps team members are eligible to:
Takes full ownership and responsibility for their role and success within the team.
You will be expected to be transparent about the work of other parts of the company and will be expected to communicate honestly and effectively.
A sense of urgency. We’re tackling a global problem, working in a rapidly changing industry, and building a once-in-a-lifetime company at Raptor Maps.
advantage
Raptor Maps is a remote-first company with employees across the US and headquarters at Greentown Labs in Boston, Massachusetts. Team members have the flexibility to work anywhere in the lower 48 states. Benefits of being remote-first include:
– Travel expenses for in-person team trips
– Healthcare with dental and vision screening options
– Unlimited vacation policy
– 401(k)
– Desk Budget
– Monthly remote social events and generous DoorDash credits
– Awesome team member who loves memes, pets, sunshine and being active
There is no such thing as a “perfect” candidate – no matter who you are or what your background is, if you’re interested in this role and the future of solar, we invite you to apply.
