Rapid7: Gainsight Administrator, Customer Operations
Rapid7
120 Causeway Street
Boston, MA 02114

Employee Testimonials

Helen Ackers Rapid7
Aniket Menon Rapid7

Video

Rapid7 is seeking a Gainsight Administrator to support the Customer Success Organizations growth. At Rapid7, we believe in simplifying the complex through shared visibility, analytics, and automation that unite customer teams around challenges and successes of cybersecurity. Our Customer Success Organization is the backbone of fulfilling that promise.

Position:

Youll be the Customer Success Gainsight Administrator, reporting to the Sr. Technical Program Manager in our Customer Operations Team. In this role, you are responsible for implementing and administering Gainsight and technical project management for various Customer Success programs. The programs consist of a combination of Tech-Touch, Low Touch (1 to Many Programs), High Touch segments of our customer base and the creation of technical workflows and approaches that help Rapid7 fulfill its promise to our customers!

You will be responsible for ongoing development, maintenance, and enablement of Gainsight and ensuring that all team members achieve positive metrics for success, including, but not limited to, improved visibility to risks or opportunities, improving Time-to-Value for our customers, increasing NPS and Customer Satisfaction as well as overall customer retention and expansion.

You will also use your subject expertise and project management skills to craft Rapid7s workflows to drive initial adoption through email automation, create CSAT surveys, and provide support content and best practices with SalesForce.com and Gainsight.

Responsibilities:

  • Redefine processes that push the team to work seamlessly across a matrix organization delivering world-class service to customers

  • You will provide project management, administration of Gainsight implement and maintain customer success programs including structured onboarding, digital marketing content and services on the technical, tactical and strategic capabilities of Rapid7s portfolio

  • Help create, manage and maintain Reporting and Dashboards within Gainsight for the Customer Success and Customer Operations Team

  • Implement Customer Success Plan templates, in coordination with Customer Success and Customer Experience team members

  • Design the end to end workflows in SFDC and Gainsight

  • Collaborating with other departments including Marketing, Customer Experience, Sales, Sales Operations, IT, Support, and Product to ensure the intended outcomes of each workflow/playbook is maximized

Desired Skills and Experience

  • Demonstrated ability to execute multiple projects from requirements gathering to finish and meeting project deadlines.

  • Excellent written, verbal communication and presentation skills

  • 2+ years of Gainsight Administration and implementation of Gainsight or SalesForce or other CRM/CMS

    • Experience in Salesforce Administration and designing Salesforce workflows is a plus

  • Prior experience working in a customer on-boarding, training or success organization and partnering with cross-functional stakeholders across the company

  • Previous experience setting up One to Many programs, Tech Touch, Low Touch using automation tools for the customer journey

  • Experience with building playbooks and templates with CSM software platforms like Gainsight and Salesforce.com

  • Experience in customer success in a SaaS technology businesses, especially in high growth organizations

  • Demonstrated track record of customer success operations, project management, business analyst, problem-solving, business planning and analytical skills

  • Apply Process Improvement Approach to all Programs

  • Experience working in a fast-paced hyper growth company.Well-developed and effective team facilitation and leadership skills; able to establish cooperative and accountable team environment

Full-time

Employee Testimonials

James Green
Director of Engineering, Engineering, Software Development

"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."

Brett Garofalo
Manager, Mid-Market Sales

"I am not a natural–born salesperson or leader. Rapid7 gave me the mentorship opportunities and leeway to develop those skillsets. Having the support of my management allowed me to take risks and learn from mistakes instead of being tentative and afraid to put myself out there."

Helen Ackers Rapid7
Helen Ackers
Marketing Specialist

"Every time you feel a little more comfortable with your job and what is expected from you, there is always something new to learn and something to add to the repertoire! I love this, it means every week I can see myself developing in my career."

Aniket Menon Rapid7
Aniket Menon
Manager, Enterprise Deployments

"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."

Dennis Nahas Rapid7
Dennis Nahas
Systems Administrator

"The most fulfilling moments are seeing our products name dropped in the security press, knowing we all contributed to that."

Ashley Seamans Rapid7
Ashley Seamans
Director of Business Intelligence

"There's never a dull moment and always a new challenge to tackle. I have had the opportunity to work with people across the company on product launches, acquisitions, our global sales expansion and lots of new programs, each with its own hurdles but all equally rewarding."

Chris Wallace Rapid7
Chris Wallace
People Strategy Manager

"It's pretty cool to look around the room and know that I played a part in making all of that happen, and that I hopefully helped those people move into a role that they find really rewarding and exciting. Especially in a company where they in turn can have a big impact and take their careers to the next level. The fact that they are all good people, and that we all manage to have a bit of fun in the process, helps too."

Stephanie Philips Rapid7
Stephanie Philips
Counsel and Director, Contracts, Legal

"I love the truly collaborative team effort from everyone across the board – people are always willing to join an effort or a conversation to make a difference and find a solution, and they don't feel bound by their job descriptions or departmental functions if they have expertise that will help out a fellow Moose."

Roy Hodgman Rapid7
Roy Hodgman
Data Scientist

"I feel that [our core value for] continuous learning best represents me because it's been essential to my career here. There are no shortage of tools and techniques that can be applied to the projects I work on, and despite what I think I might know about the problem at hand, more often than not there are new and novel ways to approach it."