Operations Advisor, Managed Success (Massachusetts) at Rapid7

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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. 

Job Responsibilities:

  • 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. 

Job Requirements:

  • 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.

  

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • DjangoFrameworks
    • ExpressFrameworks
    • FlaskFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • TensorFlowFrameworks
    • CassandraDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM

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?

It 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

Customer Success Representative

What are some things you learned at the company?

It’s not just the customer who benefits from the culture of compassion. Internally, Rapid7 employees look out for each other and work together to solve problems. Oftentimes, this ends up helping all parties.

Becky

Senior Manager, Customer Success Management

What are Rapid7 Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Rapid7 is led by a diverse management team that represent the security community we serve. We believe that we all have a responsibility to continuously improve our DE&I efforts.
Unconscious bias training
We believe in continuous learning, our in-house trainers conduct consistent diversity trainings. We advocate for diverse thinking and strive to cultivate a workforce that mirrors the best minds.
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
We have so many amazing and organically created employee resource groups! These internal Rapid7 communities allow for an authentic experience where diverse employees and allies can come together.
Hiring Practices that Promote Diversity
We've taken the Parity Pledge, we reinforce strategic recruitment, we are committed to diversity partnerships, and we understand the importance in training around unconscious bias.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
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
Remote Work Program
Our remote work program includes full-time remote for specific positions, Work remotely on occasion as needed.
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Our employees receive unlimited hours per year of paid volunteer time.
Paid Holidays
Paid Sick Days
Employees receive unlimited hours per year of paid sick leave.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Employees get free lunch during quarterly in-office Town Halls and some team meetings.
Happy Hours
Happy hours are hosted On occasion .
Parking
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Acme Co. hosts lunch and learn meetings on occasion.
Promote from within
Continuing Education stipend
Variable.
Time allotted for learning
Online course subscriptions available
Paid industry certifications
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