Customer Success Associate

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Navigator - Powered By LifeRaft

WebsiteLinkedInAll Job Openings

51 - 200 employees

🔐 Security

📡 Telecommunications

Security • Telecommunications

Navigator - Powered By LifeRaft is a company specializing in threat detection and intelligence gathering. Their platform offers comprehensive threat monitoring, alerting, deep and dark web searches, and global awareness by collecting and analyzing open-source intelligence (OSINT) from various digital sources including social media and fringe networks. They provide real-time insights and reports, enabling organizations to identify and mitigate potential risks, protect assets, and enhance security decision-making processes. With geospatial intelligence and identity resolution features, LifeRaft's solutions help organizations proactively address safety and security threats to their people, assets, and intellectual property. Many large corporations, including Fortune 100 companies, rely on LifeRaft to safeguard against emerging threats in the expansive digital landscape. Their emphasis is on supporting organizations with timely, relevant intelligence to ensure proactive protection and smooth operations.

📋 Description

• **What you do as the CSA at Liferaft** • **Customer Success Management:** • - Relationship Building: Manage a portfolio of customer accounts, building trusted relationships and driving customer engagement. • - Drive Platform Usage: Develop and execute onboarding, training, adoption, and success plans that align platform capabilities to customer goals. • - Monitoring Trends: Monitor account health, platform usage, and engagement trends to identify opportunities and mitigate risks. • - Team Planning : Partner with Customer Success Managers on strategic accounts, customer initiatives, and account planning activities. • - Revenue Management: Support and manage Tier 3 account renewals, including renewal readiness, stakeholder engagement, risk identification, and forecasting activities. • - Success Planning: Identify opportunities for account growth and expansion and collaborate with Revenue and Customer Success teams as appropriate. • - Performance Measurement: Measure and communicate customer outcomes and value realization to both customer stakeholders and internal teams. • **Customer Support & Customer Experience:** • - Client Education: Advise and educate clients on technical and support questions, ensuring timely and empathetic resolution of issues. • - Issue Resolution: Investigate customer complaints, troubleshoot reported issues, and escalate complex problems to relevant departments. • - Relationship Management: Develop and maintain excellent relationships with clients, ensuring service level agreements are met and exceeded. • - Feedback Collection: Gather customer feedback to communicate internally for continuous product improvements and feature enhancements. • - Knowledge Management: Collaborate with cross-functional teams to maintain a comprehensive knowledge base and develop support documentation.

🎯 Requirements

• **What You Need to Get the Job Done** • - 1-3 years of experience in Customer Success, Account Management, Customer Support, or a related customer-facing role. • - Strong relationship management skills and a passion for customer advocacy. • - Experience working with customer-facing platforms such as Salesforce, Gong, Gainsight, Catalyst, Zendesk, or similar tools considered an asset. • - Excellent written and verbal communication skills with the ability to engage professionally with stakeholders at all levels. • - Proven problem-solving skills with a proactive approach to challenges.. • - Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.

🏖️ Benefits

• **Why Liferaft?** • At Liferaft, we believe that our people are our greatest asset. We’re a collaborative, supportive team that values fresh thinking and works together to build and improve how we operate. Because of that, we put real focus on making sure our total rewards reflect the value our team brings, with ongoing reviews to keep them competitive, fair, and meaningful as the market and our company evolve. • **We offer our team:** • - Competitive compensation plan • - Flexible PTO – Our team is encouraged to take a minimum of 15 days/year with no cap beyond • - Hybrid workplace with flexible working hours • - Health & Dental Benefits (Medavie Blue Cross) • - 80% employer paid benefits • - Orthodontic coverage for minor dependents • - Comprehensive mental health coverage, up to $3,000 per year, available for employees and dependents • - Free access to EAP, Greenshield and a variety of physical and mental health services via wellness platform • - $750 Yearly Lifestyle Subsidy • - Monthly cell phone reimbursement • - Monthly parking reimbursement • - Company-sponsored social events and team-building activities • - Strong culture of employee recognition • - Monthly peer-nominated “Cheers” awards with gift card draws • - Quarterly Performance Awards recognizing exceptional impact, collaboration, and innovation • - Diversity, Equity & Inclusion Committee • - Authentic, engaged team, who value work life balance