Program Manager, Managed Success (Massachusetts) at Rapid7

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Job Overview:

Rapid7 is breaking down silos and transforming how Security, IT, and DevOps teams work together to drive secure innovation. Our analytics and automation cloud, Rapid7 Insight, provides the shared visibility, intelligence, and connected workflow these teams need to manage the vulnerabilities, threats, and performance issues that put their organizations at risk. With more than 8,500 customers across 120 countries, Rapid7 is a recognized leader in cybersecurity.

Rapid7 Managed Services are exciting, high-growth service offerings aligned to Rapid7 solution areas and delivered by Rapid7 experts from our global security operations centers (SOCs.) Our main offerings are Rapid7 Managed Detection and Response (MDR), providing 24/7 detection and response in our customer’s environment including threat detection, 24/7 monitoring and alerting, and remote incident investigation; Managed Vulnerability Management, providing live scanning and endpoint analytics run by security experts to help customers mature their VM programs; and Managed Application Security, delivering dynamic application security testing for modern applications including vulnerability validation and risk prioritization.

The Opportunity:

Do you enjoy curbing chaos? Are ‘optimize’ and ‘organize’ your middle names? Do you run toward urgent situations looking for ways to help? Are you comfortable handling difficult conversations and actually seek them out? If you have an affinity for process and thrive under pressure, we want to talk with you!

The Program Manager will work directly with Customer Advisors and Customer Success Managers to partner with our customers successfully. They will be heavily involved in the account escalation process, focusing on customer advocacy, achievement, and resolution. They will work internally with account teams to determine each escalation’s root cause to improve Managed Service offerings proactively. They will leverage customer success metrics to identify trends and demonstrate how improvement efforts support customer health. They will get to know our products well and be able to translate our customer requests into solutions. They will publish and deliver escalation reports to educate leadership and the broader team. 

Additionally, this role will stay current on product and service changes that may impact service delivery and operational processes. 

What you’ll be up to:

  • Serve as a customer advocate while capturing feedback and sharing with 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 records at each stage.

  • Lead improvements by proactively monitoring trends and effectively presenting the data to drive process changes that meet expectations and optimize deliverables.

  • Collaborate with engineering teams, project managers, support, and service leaders cross-functionally to enhance our service delivery’s quality, effectiveness, and efficiency.

  • Develop and share best practices for managing customer escalations, providing a better customer experience, and improving customer time-to-resolution in coordination with key stakeholders.

  • Proactively seek out product and service changes to prepare for the potential impact on service delivery and operational processes. 

We will be really excited if you have these experiences:

  • Proven customer, project, and escalation management skills and experience.

  • Ability to understand technical aspects 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. 

  • Working background in SaaS, penetration testing, SOC management, vulnerability management, and/or incident response.

  • Excellent soft skills with a team player mentality are a must.

  • Excellent written and oral communication skills with presentation experience.

  • 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 the 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.

  • Salesforce and JIRA experience preferred

We will be really excited if you possess these traits: 

  • Self-motivated and accountable with an excellent work ethic

  • Passion, drive, and enthusiasm

  • Ability to switch priorities quickly and to multitask across multiple escalations and improvement projects. 

  • Calm under pressure (yet maybe a little bit excited!)

 

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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
Parking
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Continuing Education stipend
Variable.
Time allotted for learning
Online course subscriptions available
Paid industry certifications
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