Operations Advisor, Managed Success (Massachusetts) at Rapid7
The Operations Advisor of Managed Success will work directly with Customer Advisors and Customer Success Managers to provide successful partnerships with our customers. They will be heavily involved in the escalation process for the Managed Services team with a focus on customer advocacy, achievement, and resolution, while sharing lessons learned and identifying process improvements across internal teams. The Operations Advisor will also be responsible for developing and monitoring dashboards for trends to reduce the amount of escalations and improve customer satisfaction. They will use customer success metrics to demonstrate the impact improvement efforts have made to customer health and escalation prevention. They will continue to build and track metrics used to help our customers bridge the security maturity gap, focusing on customer programs to solicit feedback.
Serve as a customer advocate while capturing feedback and reporting requests to Product Management and Service teams.
Manage escalations and escalation processes and coordinate resolution efforts with key stakeholders both internally and externally. Update and maintain the escalation process and project records at each stage.
Lead improvements by proactively monitoring trends and presenting the data in an effective way to drive process changes which meet expectations and optimize deliverables
Establish procedures to aid in tracking of process improvements and projects while correlating to escalation data
Develop and share best practices and lessons learned to coordinate improvement efforts with key stakeholders by working cross-functionally to enhance the quality, effectiveness, and efficiency of the support of customers.
Ability to understand technical aspects of issues and communicate them effectively to stakeholders of various technical abilities.
Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, engineers, and program managers.
Support leadership in strategic and operational planning.
Excellent soft skills with a team player mentality are a must.
Excellent written and oral communication skills with experienced presentation skills.
Demonstrated ability and desire to work and excel in a fast-paced growing environment.
Consistently practices strong organizational, communication, project management, negotiation, and problem solving skills.
Contribute to team operational precision by active design of and participation in team initiatives.
Ability to navigate complex challenges and create collaborative, cross-functional solutions
Ability to work well across functional groups and influence others to get things done.
Must possess an excellent work ethic with a “can-do” attitude.
Customer Experience and Escalation management skills.
Ability to switch priorities quickly and to multitask across multiple escalations and improvement projects.
Knowledge of CRM tools, preferably Salesforce
Calm under pressure.