Technical Support Manager
Lead and coach a team of highly skilled technical support engineers to successfully resolve and prevent customer challenges.
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.
Develop Global Support team members via active coaching and building career development plans.
Work with members of Rapid7’s Customer Delivery Practices to identify opportunities to improve product supportability and the customer experience.
Measure and manage the team to Rapid7’s customer and business goals, and work with the Global Support Leadership team to refine metrics and goals.
Understanding the importance of team culture and helping to build a team with a “can do” attitude.