Senior Customer Success Associate, Raptor Maps
Software for the entire solar lifecycle
Open for applications
Software for the entire solar lifecycle
21-100 employees
Open for applications
21-100 employees
Company mission
To enable the solar industry to scale efficiently.
Role
Who you are
- 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
- 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
- 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
- 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
- Familiarity with Hubspot for customer relationship management
- Ideally, possess SQL experience to navigate and analyze data effectively
What the job involves
- 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
- 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
Our take
As the solar industry has grown, one of its biggest complications has been effective solar farm maintenance. While the use of drones equipped with thermal cameras has improved the speed at which problems are identified, technicians were having to interpret a constant flow of unstructured data.
Raptor Maps’ software analyzes drone imagery, diagnoses problems, and even estimates the costs associated with each problem it finds. Powered by machine learning and data, Raptor Maps has enabled solar energy to scale, creating over 50 GW of solar power production (with clients including Tesla, SOLV Energy, and Rosendin Electric) across 40 countries.
According to Allied Market Research, the global solar energy market is projected to grow to $223 billion by 2026. With solar farms expanding in size and complexity, the company is focusing on furthering the development of its products. Raptor Maps’ industry-leading SaaS platform is well placed to be the top solar lifecycle management platform, and continues to add new capabilities to its suite through partnerships and development efforts.
Freddie
Company Specialist
Insights
20% employee growth in 12 months
Glassdoor (4)
Company
Funding (last 2 of 4 rounds)
Apr 2022
$22m
SERIES B
Aug 2020
$5m
SERIES A
Total funding: $28.8m
Company benefits
- Unlimited paid time off (that we encourage you to use!)
- In-person events and retreats across the country
- Lunch and learns to expand your knowledge
- Medical, dental, vision and life insurance
- Paid parental leave
- 401(k) with multiple low-fee options
- Generous employee stock option plan
Company values
- Push the Pace: While we plan for the long-term, Raptor Maps works on the hours and days timescale
- Be Ready to Ride: Be ready for any opportunity that comes your way and seize it
- Do the Needful: Do what needs to be done. Help your colleagues and our customers whenever possible
- Be Professional: Act with kindness and courtesy. Be mindful of people with a different background
- Stay Focused: We love new ideas, but we go crazy for them when they’re backed up by numbers
- Act with Integrity: Do what’s right, for the software, for the customers and for each other
Company HQ
Ward Two, Somerville, MA
Articles
Leadership
Nikhil Vadhavkar
(CEO)PhD in Bioastronautics from the Massachusetts Institute of Technology (MIT). Graduated from The Johns Hopkins University with a B.S. in Biomedical Engineering and an M.S. in Engineering Management.
Eddie Obtropta
(CTO)Co-founder of Manifold Studios. Former Graduate researcher in the Man Vehicle Lab at the Massachusetts Institute of Technology (MIT). Previously worked as a Thermal Dynamics and Environmental Controls and Life Support Systems Intern at Space Exploration Technologies.
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