: Customer Success Coordinator

Company Description

Rapid7 (NASDAQ: RPD) is helping organizations around the globe advance securely. Our technology, services, and community-focused research simplify complexity for security teams, helping them reduce vulnerabilities, monitor for malicious behavior, investigate and shut down attacks, and automate routine tasks. With more than 9000 customers across 120+ countries, Rapid7 is a recognized leader in cybersecurity that has proudly earned numerous industry accolades and strong recognition for our technology and culture. Learn more at www.rapid7.com.

Job Overview:

Rapid7s Global Customer Success Team is focused on providing our customers with a stellar experience, as we strive to ensure they are successful in adopting Rapid 7 suite of products to aid them in achieving their business objectives. This role will be the engine behind our customer-facing Customer Success Managers by helping them to maximize their customer-facing time by handling necessary internal administrative activities

Successful candidates will have a strong attention to detail, work well in a teamwork environment and have the capability to build upon internal processes to drive optimization.

This position is full-time and will be based out of Rapid7s Boston office.

Job Responsibilities:

  • Assist Customer Success Managers with researching, generating, and editing Renewal Quotes

  • Act as the intermediary between CSM, Orders, Sales Ops and IT

  • Manage, track and follow up on Confirmed Process renewals

  • Run and distribute team reports to assist CSMs in customer & partner communications

  • Update internal knowledge base by documenting CSM processes

  • Assist with the triage of inbound emails from CustomerSuccess inbox

  • Other projects that may arise including data entry & miscellaneous administrative tasks

Minimum Requirements

  • Ability to multi-task, prioritize, and process a high volume of transactions with proficiency, accuracy and integrity

  • Excellent interpersonal and communication skills within all areas including verbal and written are required, with an ability to listen and communicate in a consultative style

  • A strong commitment to working with a team, providing excellent customer service, and maintaining professionalism is required

  • Excellent accuracy and attention to detail

  • Confident self-starter with ability to prioritize and manage yourself to get things done with minimal oversight

  • Strong ability to work under pressure and to deadlines

  • Proactively identify areas of improvement and ways to streamline processes

  • Proficiency in Microsoft Office desired: Excel in particular

  • Systems experience with NetSuite/Salesforce.com a plus


Employee Testimonials

James Green
Senior Director, Software Engineering

"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."

Aniket Menon Rapid7
Aniket Menon
Director, Product Management

"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
Manager of Engineering, IT Devops

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

Chris Wallace Rapid7
Chris Wallace
Director, People Strategy

"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."

Roy Hodgman Rapid7
Roy Hodgman
Manager, 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."