Manager, Technical Account Management at Rapid7

| Austin
Sorry, this job was removed at 6:08 a.m. (CST) on Wednesday, October 20, 2021
Find out who's hiring in Austin.
See all Sales jobs in Austin
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

About Rapid7

Rapid7 (Nasdaq: RPD) is advancing security with visibility, analytics, and automation delivered through our Insight cloud. Our solutions simplify the complex, allowing security teams to work more effectively with IT and development to reduce vulnerabilities, monitor for malicious behavior, investigate and shut down attacks, and automate routine tasks. Over 9,300 customers rely on Rapid7 technology, services, and research to improve security outcomes and securely advance their organization. For more information, visit our website, check out our blog, or follow us on LinkedIn.

The Opportunity

Are you passionate about Cyber Security and Client Advocacy? Do you want to work with like minded people who put the client first, solving their challenges? Do you thrive working in a fast paced environment if so read on.....

Working as a Senior Manager, Technical Account Management you will be responsible for leading our passionate Technical Account Managers, Security Strategists and Technical Account Engineers. You will work closely with Rapid7's clients, understanding their challenges and how we can help solve them, being able to understand the business implications of our products. 

What you will be doing:

  • Lead and coach a team of highly skilled Technical Account Managers and Engineers to resolve customer challenges, develop long-lasting partnerships, and deliver on KPIs.

  • Partner with Customer Success Management and other Go-to-Market teams to develop account plans and engage customers in order to facilitate product adoption and resolve existing issues.

  • Collaborate with other members of the Global Support team to build sustainable, frictionless, and consistent global processes to meet customer needs.

  • Hires, onboards, and provides ongoing training, coaching, and mentoring for all team members including development and tracking of key performance indicators.

  • Work with members of Rapid7's Customer Delivery Practices to identify opportunities to improve product supportability and the customer experience.

  • Understanding the importance of team culture and helping to build a team with a “can do” attitude.

About you:

  • 7+ years of relevant work experience in IT

  • 2+ years of management experience in customer-facing teams in technical customer success organization

  • Experience in technical service delivery

  • Experience is developing partnerships with enterprise customers

  • Experience in managing and successfully mitigating customer escalations

  • Ability to go a mile deep with technical customer resources or to explain technical aspects to a non-technical customer

  • Experience working cross-functionally, learning and developing meaningful internal relationships to drive customer success

  • Comfortable and willing to be a hands-on contributor, work on-site with customers (Travel up to 30%) 

  • Bachelor's degree (Computer Science, Management Information Systems, a similar technical field) or equivalent experience

  • Passion for customer-centric outcomes

  • Strong work ethic and enjoy taking ownership of projects

  • Strong client relationship & account governance skills

  • Ability to thrive in a dynamic organization

  • Excellent organizational skills and can transition between working as a part of a larger team or singularly, or to managing several resources on multiple project sections

What's in it for you? 

  • An opportunity to join a high growth, industry shaping security vendor at a relatively early stage.

  • Rapid career progression options come thick and fast, we have a track record of promoting from within and our phenomenal growth serves to accentuate that.

  • A very high level of autonomy, Rapid7 employees typically assume a lot of personal accountability.

  • Continuous learning opportunities - this is one of our core values.

  • An industry leading portfolio of solutions to take to the market with confidence, see rapid7.com and check out ‘Products' and ‘Services' tabs.

  • A very competitive salary package and benefits.

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

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
More Jobs at Rapid758 open jobs
All Jobs
Finance
Data + Analytics
Dev + Engineer
Operations
Product
Sales
Content
Developer
new
Austin
Operations
new
Austin
Developer
new
Austin
Operations
new
Austin
Sales
new
Austin
Operations
new
Austin
Sales
new
Austin
Developer
new
Austin
Developer
new
Austin
Developer
new
Austin
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Rapid7's full profileSee more Rapid7 jobs