Customer Researcher at Rapid7
Rapid7 is a leading provider of security data and analytics solutions that enable organizations to implement an active, analytics-driven approach to cyber security. We combine our extensive experience in security data and analytics and deep insight into attacker behaviors and techniques to make sense of the wealth of data available to organizations about their IT environments and users. Our solutions empower organizations to prevent attacks by providing visibility into vulnerabilities and to rapidly detect compromises, respond to breaches, and correct the underlying causes of attacks. Rapid7 is trusted by more than 9100+ organizations across 125 countries, including 52% of the Fortune 100. To learn more about Rapid7 or get involved in our threat research, visit www.rapid7.com.
Rapid7's Customer Excellence Team is responsible for building insights, user knowledge, and marketing programs across the business that help Rapid7's customers get value from our products and services. As part of the Customer Research Team, you'll be responsible for conducting research with our customers, delivering insights to stakeholders, and influencing the evolution of our experience based on customer needs. Through strong cross-functional partnership within the marketing organization as well as with teams across Product, Customer Success, Customer Experience and Sales, you will help our customers achieve their goals and also drive the goals of the business.
In this role, you’ll have the opportunity to:
Help drive our understanding of our customers’ most complex cybersecurity problems.
Influence the evolution of our solutions and experiences within our portfolio.
Implement meaningful outcomes that contribute to real customer success and achievement of company goals.
A Snapshot of the Work You’ll Be Doing:
As a Customer Researcher, your major areas of focus will be:
Research Execution: Working with key stakeholders to identify research opportunities, design and execute on a research plan, deliver research insights, and facilitate the implementation of action based on those insights. The focus of this role is primarily on strategic and generative research efforts in emerging areas.
Cross-Functional Collaboration: Collaborating with geographically distributed teams across the business to unite stakeholders around our understanding of the customer, and ensuring experiences across our product, service, and brand experiences are customer-centric.
Project Management: Operate independently as the organizer and owner of cross-functional projects.
Evangelism: Be an evangelist and spokesperson for Rapid7's customer, and advocate for a customer-first mindset.
Advocating for Research: Champion the effort to continuously advance the effectiveness of our customer research within our own team and across the organization.
What You Bring to the Role:
A focus on the customer as the hero. You are committed to deeply understanding the customer and their challenges, and help others to challenge their assumptions. You see the customers as partners on the journey to evolving our portfolio and are excited to represent them and their needs internally.
A “growth” mindset and value collaboration over ego. You embody the “we” attitude, and you have the tenacity, humour, and people skills to collaborate with a wide variety of team members.
Strong and dynamic communication. You can tell a story and craft a narrative that compels your audience, drives alignment, prompts action, and makes the customer’s challenges clearly understood.
A strong sense of accountability. You have excellent time management skills, and hold yourself accountable to commitments. You actively communicate progress and solicit feedback on deliverables.
Energy, enthusiasm, and curiosity. You bring yourself every day and embrace the “never done” mindset.
Your Experience and Skills:
3-5 years of relevant research experience, including but not limited to prior roles as a UX or Customer researcher (or equivalent).
High degree of emotional intelligence, able to empathize with customers and nurture relationships with them.
Strong analytical skills with an ability to use data in decision-making, including experience with statistics and quantitative analysis.
Excellent written and verbal communication skills.
Proven success with managing projects and working cross-functionally with internal stakeholders..
We don’t require cybersecurity experience. It’s nice to have, but ultimately we’re looking for someone with the right skills and fit for our team.
Available for occasional travel to industry events as needed (post-Covid).
B2B marketing experience with technology preferred.
Ability to work in our Boston office at least 3 days a week once it is safe to do so.