Customer Onboarding Specialist

| Greater Boston Area | Hybrid
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The right candidate will thrive in a dynamic environment, contribute innovative ideas, demonstrate effective project management skills and assist customers in maximizing value in the first 90-days after purchasing Rapid7 solutions. The Onboarding Specialist is responsible for leading the onboarding of new solution deployments to ensure that they are successfully launched. This candidate will work very closely with both the pre-sales and post-sales teams to ensure an effective transition while delivering a smooth customer experience. An exceptional Onboarding Specialist appreciates the importance of demonstrating value in the tools, helping customers achieve early wins and setting aspirational goals. A strong interest in the security industry is key to success, as it the ability to interface confidently with technical professionals at all levels of an organization. 

Responsibilities

  • Lead and project manage the onboarding of customers and ensure that they are successfully launched 
  • Demo product and features to increase adoption
  • Empower customers to expand their usage of Rapid7 solutions, including developing and sharing best practices to drive adoption and ROI for customers 
  • Define success criteria with customer and measure performance against those goals 
  • Adapt to unforeseen circumstances and ensure high communication standards both internally and externally to ensure that expectations are set properly 
  • Document findings from customer interactions and share updates with internal stakeholders 
  • Manage escalations and technical issues to effectively address any customer satisfaction concerns and manage through resolution 
  • Create and maintain customer loyalty by serving customers above and beyond their expectations 
  • Exercise judgment in decision-making in order to routinely deliver top-notch customer support
  • Demonstrate technical knowledge and aptitude throughout all customer interactions

Minimum Requirements

  • Very good ability to handle multiple tasks and prioritize work in order to maintain required high level of customer service 
  • Exceptional organizational skills 
  • Excellent project management skills 
  • Ability to understand and communicate technical details
  • Assertive but empathetic in nature; able to drive internal and external customers toward strategic goals through a combination of persuasion and rapport 
  • Detail-oriented – able to capture proper information correctly and accurately 
  • Demonstrates basic problem solving abilities, coupled with a desire to take on responsibility 
  • Confident self-starter who gets things done with minimal oversight 
  • Excellent verbal and written communication skills 
  • Superior follow-through - consistently delivering what you say you will 
  • Ability to build trust and credibility with customers by providing creative solutions 
  • Highly skilled at communicating with technical people, both internally and externally
  • Passionate about service and support – seeks to achieve extraordinary results as part of a high energy & dynamic team 
  • 2-4 years of Project Management, Customer Success, Sales, or Customer Training experience
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • 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 between the North End and West End of Boston, with plenty of restaurants and public transport close by.

An Insider's view of Rapid7

What does your typical day look like?

For the majority of the day it’s a mix of weekly check-ins with various teams, project updates, and the occasional brainstorm.

When I’m not in meetings I’ve got headphones in while planning, writing, or designing — at my desk or perched somewhere around the office.

Grace

Senior Brand Storyteller

How has your career grown since starting at the company?

Ive been on many teams in my time at Rapid7 and they have certainly “grown” from a size perspective, but more importantly, they all evolved with the changing times and needs. Some of the teams I was on were critical for our sales grown in an emerging market and though they no longer exist by name, I can see the tangible impact we made.

Sarah

Manager, Commercial Sales

What are Rapid7 Perks + Benefits

Culture
Volunteer in local community
Once a year, Rapid7 offices across the globe close for the day so employees can volunteer.
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
President's club
Employee awards
Flexible work schedule
Remote work program
Our remote work program includes full-time remote for specific positions, Work remotely on occasion as needed.
Diversity
Documented equal pay policy
Dedicated diversity and 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.
Mandated 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.
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 insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
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.
Bereavement leave benefits
Company-wide vacation
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Rapid7 has a fully stocked kitchen including unlimited snacks, coffee, tea and all of the flavored sparkling water you can handle.
Some meals provided
Employees get free lunch during quarterly in-office Town Halls and some team meetings.
Company-sponsored happy hours
Onsite office parking
Fitness stipend
Home-office stipend for remote employees
Meditation space
Mother's room
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Continuing education stipend
Variable.
Continuing education available during work hours
Online course subscriptions available
Paid industry certifications

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