Client Success Specialist

School Safety Client Success Specialist

Fairfax, Virginia, United States

Raptor was founded in 2002 with the mission to protect every child, every school, every day. Today, Raptor is a school safety partner for 60,000 schools in 55 countries, providing SaaS and mobile technology as well as comprehensive training and consultation solutions across the entire school safety life cycle, ranging from crisis prevention and preparation to emergency response and recovery. Raptor's globally integrated product portfolio supports a school's foundation of safety and wellbeing, including Emergency Management, Campus Movement, Student Wellbeing and Safety Training and Compliance.

The School Safety Client Success Specialist (Raptor Safety Specialist) serves as a strategic partner and trusted advisor to school districts utilizing Raptor Technologies solutions, including VisitorSafe and Badge Alert. This role is focused on supporting the district's overall safety operations by driving system adoption, staff engagement, training, and operational excellence across campuses. The Raptor Safety Specialist works closely with district leaders, school administrators, front-office staff, and internal Raptor teams to ensure customers are maximizing the value of their safety solutions in daily operations. Through regular onsite engagement, proactive system monitoring, staff enablement, and consultative support, the Raptor Safety Specialist helps districts maintain a safe, prepared, and well-supported environment for students, staff, and visitors. This position emphasizes relationship management, customer partnership, operational guidance, and training delivery, while also providing light technical coordination and system oversight as needed.

Job Duties & Responsibilities:

• Serve as the district's primary operational liaison and trusted advisor for Raptor safety solutions.
• Build strong relationships with district and school stakeholders to support long-term partnership success.
• Provide guidance on safety operations, system usage, adoption strategies, and best practices.
• Partner with district leadership to support continuous improvement of safety initiatives and operational processes.
• Support district preparedness efforts, including onsite support during reunification events or other safety related activities.
• Conduct regular onsite visits to district campuses and facilities.
• Monitor overall system health and identify opportunities to improve operational effectiveness and user experience.
• Review outstanding support items and coordinate follow-up with internal teams when necessary.
• Perform routine inspections and functionality checks of badges, gateways, beacons, and related devices, including work that will require climbing ladders and accessing equipment mounted in elevated locations.
• Provide weekly visit summaries outlining activities, observations, recommendations, and next steps.
• Deliver engaging onsite and virtual training sessions for school and district personnel.
• Conduct Lunch & Learn sessions and ongoing educational opportunities to reinforce best practices and product utilization.
• Support onboarding and training for new staff members using Raptor systems.
• Collaborate with district leadership to align training initiatives with professional development schedules and operational goals.
• Act as a knowledgeable resource for schools on day-to-day system usage and workflows.
• Train designated campus personnel on badge replacement procedures and operational processes.
• Support schools in maintaining badge inventory and replacement readiness.
• Promote standardized processes and consistency across district campuses.
• Assist school staff with operational questions and escalations related to Raptor solutions.
• Partner with internal Client Success, Support, Product, and Implementation teams to advocate for customer needs.
• Communicate customer feedback, operational trends, and improvement opportunities to internal stakeholders.
• Help ensure a positive customer experience through proactive communication and follow-through.

Qualifications:

• 3+ years of experience in customer success, client support, training, education technology, safety operations, or a related customer-facing role.
• Strong relationship building and communication skills with the ability to engage effectively with both technical and non-technical audiences.
• Experience delivering training, presentations, or staff enablement programs preferred.
• Ability to manage multiple priorities and work independently in a field-based environment.
• Strong organizational skills and attention to detail.
• Comfortable using technology platforms and learning new systems quickly.
• Experience working in K–12 education, school safety, SaaS, or operational support environments is preferred.
• Valid driver's license and willingness to travel regularly throughout the assigned district territory.
• Customer first mindset with strong consultative and partnership skills.
• Ability to identify operational gaps and recommend practical solutions.
• Strong facilitation and presentation abilities.
• Proactive, collaborative, and adaptable approach to supporting customer needs.
• Comfortable balancing relationship management with light technical coordination and issue escalation.
• Ability to travel regularly between school and district sites.
• Ability to transport training materials and equipment weighing up to 30 lbs., including carrying, lifting, and moving equipment between school and district locations as needed.
• Ability to work onsite within active school environments.

What's in it for you?

• You join the gold standard in school safety software.
• You will join a company where innovation and customer collaboration are part of what drives new product development to help keep kids safe.
• You will work with diverse teams made up of some of the best minds in the industry.
• You will get exposure to strong mentorship and leadership that have supported a long history of career advancement opportunities for our employees.
• You will have access to a robust benefits package that includes:
• Remote-first philosophy
• Flexible paid time off
• Paid parental leave
• 11 Paid holidays per year
• Workplace flexibility
• Affordable health coverage (medical, dental, vision), paid 100% for employee only medical
• 401(k) employer contribution to help you plan for the future
• Company paid life insurance, STD, and LTD
• Pet insurance