As Scaled Customer Success Manager you will provide support to our customers via digital communication channels, ensuring a smooth and effective customer experience and using your cyber security knowledge and expertise of R7 products and solutions to ensure customers maximize the value from their R7 investment.
About the Team
The Scaled Customer Success Team is a new, critical part of the Rapid7 Customer Success organization designed to provide a world-class experience to Rapid7's scaled customers. This global team will deliver success by leveraging technology, automation, and data-driven processes to scale efficiently while maintaining personalized and impactful interactions.
The new organization will have both assigned customers, as well as support one to many models of supporting, triaging and navigating customer needs and challenges. These CSAs will work to ensure successful customer onboarding and provide personal customer experience at scale leveraging a combination of personal touch, technology, and automation. This team will conduct outreach to customers based on health and adoption signals, alerts, and other 'calls to action.' The team will help design a series of digital customer lifecycle programs and touchpoints that generate proactive, consistent, experiences at scale.
The team's primary focus will be on customer health and the adoption of Rapid7 products and services. They will work in parallel with the Renewals Account Management team; who will be focused on the renewal motion and expansion opportunities from the same install base.
About the Role
We are seeking a Scaled Customer Success Manager to join our dynamic team. This role is designed to provide exceptional support to our customers via digital communication channels, ensuring a smooth and effective customer experience. The Scaled CSA will respond to customer inquiries, research on issues, and pull in the resources needed to resolve them. The Scaled CSA will work closely with our renewals team to identify upsell & cross-sell opportunities while ensuring high levels of satisfaction, success, and engagement from our customers.
Key Responsibilities:
- Customer Inquiries: respond to inbound customer customer inquiries coming in via email or digital customer triggers and ensuring that successful responses are delivered in a timely manner.
- Direct Customers: Guide customers on their journey; Whether referring them to one of our resources: Rapid7 Academy, Forum or Blog, Product Specific Online Resources, or Customer Training. And/or directing the customer to the appropriate person/ team, e.g., Support, Renewals Account Manager, Sales, or the Channel team.
- Issue Resolution: resolve customer challenges related to product usage, account queries and advise customers on resources to solve technical challenges.
- Product Knowledge: Maintain a thorough understanding of the company's products, services, and digital tools to provide support for team members.
- Customer Health forecasting: Following engagement with our customers, we will record their sentiment towards Rapid7, giving an indication of their health. In turn sharing this health forecast with CS leadership and the Renewals and Sales teams.
- Multi-tasking: Handle multiple customer queries simultaneously across different digital platforms, prioritizing tasks based on urgency and customer needs.
- Risk Management: Identify complex or unresolved issues and escalate them to the appropriate department/team for further resolution.
- Respond to Customer ' Calls to Action ', such as: customer survey responses, low NPS scores, and support tickets escalations.
- Customer Feedback: Collect and report customer feedback to help improve service delivery and enhance customer satisfaction.
- Team Collaboration: Work closely with other CS colleagues, the Support organization, and other GTC teams.
- Process Improvement: Contribute ideas for process improvements to streamline customer service workflows and enhance the overall customer experience.
The skills and qualifications you'll bring include:
- Proven experience in a customer success or service role, ideally in a digital environment.
- 2+ years of experience in SaaS customer service with a proven track record of exceeding CS KPIs.
- Some experience working in Cyber Security, SaaS and/or Technology, whilst not essential, is highly desirable
- Attention to detail and excellent communication skills demonstrated through email, Slack, customer calls, and internal meetings
- Ability to successfully balance a wide variety of daily tasks and adjust priorities
- Tech savvy & excited to work in a fast-paced environment
- Collaborative team player who also can work independently
- Experience with CRM software (e.g., Zendesk, Salesforce)
- Language skills are desirable, and familiarity with working across multiple EMEA regions will be a distinctive advantage
Objectives:
The team will be measured on KPIs centering around customer health and adoption, such as NPS scores, CSAT, and platform usage. As well as ensuring that customer response times are met and the desired volume of tickets is closed.
About Rapid7
Rapid7 (NASDAQ: RPD) helps organizations across the globe protect what matters most so innovation can thrive in an increasingly connected world. Our comprehensive technology, services, and community-focused research simplify the complex for security teams, helping them reduce vulnerabilities, monitor for malicious behavior, be in 10 places at once, and shut down attacks. We're on a mission to make security solutions easier to use and access so we can bring safety and resilience to more people. With more than 10,000 customers across 140+ countries, Rapid7 is a leader in cybersecurity that has earned numerous industry accolades and recognition for our technology and culture
#LI-SC2
