Senior Customer Success Associate (Remote)

August 3

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Raptor Maps — Solar Software

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Advanced Analytics, Insights & Productivity Software for the Entire Solar Lifecycle

11 - 50

Description

• 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.

Requirements

• 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.