Customer Support & Training Specialist

About Raptor Maps

Solar power is the largest source of new energy in the world. Raptor Maps is a fast-growing, venture-backed, MIT-born climate tech startup that is building software to enable the solar energy industry to scale. Parties across the entire solar lifecycle use Raptor Maps’ data model to manage ever growing utility-scale solar portfolios. We are an industry leader with hundreds of customers, including owners, builders, operators, and aerial service providers, across over 45 countries with 200+ million solar panels under management. Our software platform is essential in the fight against climate change.

About the Role

We are looking for a Customer Support & Training Specialist to join our team. You will be the key touchpoint for new and existing customers for onboarding and ongoing support. This role is for someone who enjoys helping customers get to an“aha” moment and setting organizations up for success. You will be working within the Operations Team, closely coordinating with the Analytics and Customer Success teams regarding customer deliverables and onboarding, as well as the Product and Software teams regarding tool improvements. If you are passionate about operational and system improvements within an organization and want to be a part of scaling the solar industry, this is the role for you!

• Design and conduct in-field and remote customer training 
• Implement new customer subscriptions, consult about best subscription utilization options, and internally manage deliverable timelines
• Triage and resolve support inbounds, including but not limited to questions about customer deliverables
• Lead customers through new product rollouts and collaborate with Product and Engineering teams on these rollouts where appropriate
• Review and distill customer feedback for Product and the larger Raptor Maps team
• Quickly develop and maintain subject matter expertise on solar equipment, Raptor Maps inspections, and the Raptor App suite of features
• Support Sales and Customer Success teams in high-leverage customer engagement and by answering internal questions
• Execute on customer platform access SOPs

• 2+ years in a customer facing role with proven experience of working successfully with external parties
• Communication skills: Excellent verbal and written communication to clearly explain issues and solutions to customers
• Problem-solving skills: Ability to quickly identify problems, analyze information, and provide workable solutions
• Project Management: Strong organization skills and project planning and tracking experience to support successful customer onboarding.
• Teamwork: Ability to collaborate effectively with other departments to resolve customer issues.
• Must be primarily located in the contiguous US
• Must be authorized to work in the US

• Technical proficiency: Familiarity with relevant software, including help desk ticketing systems and CRM tools.
• Proficiency with Microsoft/Google suite 
• Working knowledge of SQL/data analytics
• If no prior experience in solar or software, proven experience in learning a new field in previous role pivots

All Raptor Maps Team Members Have:

Complete ownership and accountability over their role and success in the team.

Transparency into the operations of the rest of the company and are expected to be transparent and communicate honestly and effectively.

A sense of urgency. We are tackling a global problem, working in a fast-paced industry, and building a once in a lifetime company at Raptor Maps.

Benefits

Raptor Maps is a remote-first company with employees across the country and headquarters at Greentown Labs in Boston, MA. Team members are free to work anywhere in the lower 48 states unless there are specific role requirements. A few benefits include:

- Paid travel for in-person team trips

- Healthcare with dental and vision options

- Unlimited vacation policy 

- 401(k)

- Desk budget

- Monthly remote social events and plenty of DoorDash credit

- Amazing team members that tend to love memes, pets, solar, and being active

There’s no such thing as a ‘perfect’ candidate. However you identify, and whatever your background, we encourage you to apply if you’re excited about this role and the future of solar.

Check out our Series C!