Director, Technical Customer Success (Director, Technical Account Management)

| Austin

Director, Technical Customer Success (Director, Technical Account Management)

Company Description

Rapid7 is helping organizations around the globe advance securely. Our technology, services, and community-focused research simplify complexity for security teams, helping them reduce vulnerabilities, monitor for malicious behavior, investigate and shut down attacks, and automate routine tasks. With more than 7,400 customers across 120 countries, Rapid7 is a recognized leader in cybersecurity that has proudly earned numerous industry accolades and strong recognition for our technology and culture. Learn more at www.rapid7.com.

The Opportunity

Rapid7’s global team of Technical Account Managers and Customer Success Engineers provides our customers with expert advice, technical assistance, and enablement. We are seeking a senior leader who is capable of scaling our technical customer success services to match Rapid7’s growth and evolving product portfolio. Reporting to the VP of Global Technical Support, this is an opportunity to define the next generation of services as well as build the team and processes required to drive successful outcomes for our customers. If you are passionate about developing people as well as working cross-functionally to deliver value to customers, this could be the role for you!

Essential Responsibilities

  • Collaborate with Customer Success Management and other internal stakeholders to drive customer success and provide long-term value for our customer base

  • Grow and evolve the portfolio of offerings for Technical Account Management and Customer Success Engineering

  • Create and implement a business plan to scale the team to ensure proper customer, geographic and product coverage

  • Evolve key processes across the teams to scale and drive customer value

  • Manage sales support efforts for the technical customer success service offerings

  • Design and implement career development paths for the Technical Customer Success team

  • Identify strategic opportunities to utilize and deploy key technical resources in order to drive measurable customer impact

  • Define the critical metrics to determine team, business and customer health

  • Partner with Finance to manage to targeted financial outcomes

Job Requirements

  • 12+ years leading customer-facing technical teams with a track record of customer success

  • 5+ years working in product support or product consulting leadership

  • Strong leadership and communication skills

  • Dedicated cross-functional orientation and ability to build relationships with other leaders and teams

  • Experience managing remote teams

  • SaaS experience (preferred)

  • Security industry experience is a plus

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Location

Rapid7 is conveniently located in downtown Austin, with plenty of restaurants, bars, and public transport close by.

An Insider's view of Rapid7

What’s the vibe like in the office?

Has all the perks of a startup but well structured, goal driven, and supported growth as an employee from start to finish. Several places to relax or wind down after a call, and working in one of the most iconic buildings downtown. Welcome to the Austin office!

Chris

Senior Business Development Representative

What are Rapid7 Perks + Benefits

Culture
Volunteer in local community
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Promote from within
Time allotted for learning
Online course subscriptions available
Paid industry certifications
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