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Customer Success Engineer

Customer Solutions Advisor Job Overview

A good fit for this role is someone who:

  • Enjoys helping customers to overcome challenges and achieve their goals - and not just answering technical questions

  • Embraces a challenge, understands that its ok to be uncomfortable, and relishes the opportunity to grow by stretching yourself

  • Thinks critically to solve difficult technical problems and provide solutions that may not be apparent at first glance

  • Leads with empathy to put yourself in the customers shoes and ensure you are providing an exceptional customer experience with every interaction

The Customer Solutions Advisor is responsible for helping our customers achieve their desired outcomes in 2 specific ways:

  • Helping them achieve specific goals they are struggling to achieve on their own when using Rapid7 solutions

  • Helping them overcome barriers to achieving their goals that they encounter when using Rapid7 solutions

Our mission is to make our customers successful and we do this through technical product enablement, identifying areas for improvement within their implementation, and suggesting best practices to maximize product adoption and effectiveness.

Whats in scope in this role?

As a member of the CSE team, you will engage with customers throughout the day by phone and by corresponding with them via email/case responses. You will perform a wide variety of technically-oriented tasks to ensure customer success, including, but not limited to:

  • Demonstrate a clear, detailed understanding of the customers challenges and goals

  • Provide easy to follow technical guidance on how to solve customer challenges and how to achieve customer goals

  • Verify that a customer has gone about things thoroughly and correctly in an effort to troubleshoot, investigate, and identify the root cause of challenges presented to us

  • Work as an equal partner with the Customer Success Manager to ensure [on-time] renewals

The Customer Success Advisor will collaborate very closely with several departments, including Customer Success (Account Management), Support Engineering, Product Management, and Sales Engineering to name a few.

What are the Job Responsibilities?

  • Become a Subject Matter Expert (SME) with Rapid7s solutions (specifically InsightVM, InsightIDR, and InsightAppSec) through training, hackathons, simulated situations replicating real world cases, and more. This is requirement #1

  • Understand what a good security program looks like, and stay current as standards evolve

  • Understand the components of a successful security program implementation and how they interact with one another

  • Understand our customers business objectives and technical challenges, and communicate how Rapid7s solutions can be used to achieve internal goals

  • Interface with Customer Success, Support & Services to ensure customer experience is consistently on the best path

  • Deliver presentations, participate in conference call discussions, and attend face-to-face meetings to architectural groups, major lines of business, and C-Level executives.

What are the Job Qualifications?

  • Ability to communicate clearly and effectively. Must be able to explain complex functionality that can be simply understood by people of all technical backgrounds.

  • Willingness to take risks, make mistakes, be uncomfortable, and challenge yourself in ways that you have previously avoided

  • Understand how failure enables growth

  • 3-5+ years of relevant IT/Security related experience

    • Previous experience with vulnerability management, incident detection/SIEM, and/or web application security testing strongly desired

    • Basic knowledge of best practices relating to secure network architecture, design and configuration

    • Fundamental knowledge of industry regulations and requirements including major compliance regulations

  • Very strong proficiency and knowledge of networking and routing fundamentals

  • In-depth knowledge of Windows and Linux Operating systems - sys admin experience a plus

  • Demonstrable background in customer-oriented problem solving

  • Creative problem solver who thrives in collaborative environment

  • Accountability - must follow up with customers when you say you will

  • Strong interest in security and networking

  • Education: Bachelors degree and/or 4 years related work experience

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Rapid7

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With Rapid7 technology, services, and research, organizations around the globe can break down barriers, accelerate innovation, and securely advance.

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Company Profile

Number of Employees

1,000+ Employees

Open Positions

64

Videos

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Employee Testimonials

"My favorite memory of being a 'Moose' is our first ever company-wide hackathon in Cambridge. After a fun–filled week for the company kick-off, we still managed to deliver, through the night, on some amazing ideas."

James Green   –   Senior Director, Software Engineering

"From my first onsite interview, it was clear that everyone on the Rapid7 Business Development team valued a strong team dynamic and all wanted to work together. This was something that aligned strongly with my values and expectations for my next opportunity and company."

Alexander Jordan   –   Sales Development Representative
Aniket Menon Rapid7

"I love the infectious energy and fast–paced nature of the job. Unrelenting progress towards becoming the #1 company in Cyber Security. The sheer number of Products and Services we have launched in the last two years is a staggering achievement."

Aniket Menon   –   Director, Product Management

"Rapid7 is truly unique. The culture here is like nowhere else; you are treated like a member of the team from the beginning. Everyone is invested in helping you learn and grow. The most exciting experience is getting to have a real world impact on customers."

Tara McAllister   –   UX Design Intern

“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 Anzalone   –   Senior Manager, Customer Success Management

"After 8 years, I’d expect to see growth opportunities to slow down. Rapid7 has always given me everything I need to take on new challenges. From intern to team lead, I’ve seen so much growth and the culture always puts us first."

Erran Carey   –   Lead Software Engineer

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