Customer Success Business Operations Analyst

| Greater Boston Area
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  • 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

Customer Success Business Operations Analyst

As part of the larger Business Operations team, you will participate in cross-functional projects that support our larger mission of customer outcomes transformation. This can include working on business process improvements, such as reviews of our licensing models and approach; and implementation of new CRM modules to create more resilient business processes and drive customer outcomes. Being at the center of this customer journey transformation is exhilarating, and the growth opportunities are endless.

In this role you will:

Synthesize and analyze data from different sources to provide key insights to drive actionable strategies, streamline key business processes, function in an international environment, and drive performance improvements for the business.

Develop relevant reporting and metrics to understand, measure, and drive financial and operational performance of the business, including but not limited to:

Track and report team & individual results including Renewal Rates, Retained ARR (Annual Recurring Revenue), etc.

Create, track and report on a variety of analytics such as by product renewal behavior, tenure modeling, product platform adoption, and geographic trends.

Create, track and report renewal pipeline and opportunities.

Design and create ad-hoc reporting and analysis to improve the current and future state of the customer success organization.

Partner with Customer Success Management to support weekly forecasting processes, quarterly reporting processes and annual planning.

Identify, prioritize, communicate and drive resolution of critical issues and risks to mitigate negative impact on customer satisfaction, operational efficiency, and scale.

Architecting new system requirements, business processes and investments.

○Working cross-functionally to understand how Customer Success, Services, and Support activities interplay and improve customer outcomes in the form of adoption, retention and advocacy.

Working with Business Intelligence and customer success management to drive the onboarding process and provide new hires with visibility into their new accounts

Lead specific projects aimed at driving operational (expansion, retention, leverage, etc.) and/or scale improvement (system upgrades, process improvements, etc.)

In return you will bring:

Bachelor’s Degree in Operations, Finance, Economics or Business required and a minimum of 2-3

years of related experience in a SW or SaaS Operations environment.

Expert knowledge of Excel/Google Sheets as well as the general MS Office and G-Suite tools. Bonus~ experience with Snowflake or SQL.

Deep understanding of SaaS renewals business, expiring & secured baselines, contract erosion, cohort and product renewal rates, etc.

Experience with Netsuite, SalesForce or similar CRM or ERP systems.

Experience with Data Visualization tools such as Tableau, PowerBI, etc.

Shows history of being highly organized with an emphasis on attention to detail and capable of managing multiple work streams at the same time.

Possesses the confidence to implement change and improve on the status quo . Experience in change management practices is a plus.

Resilient and resourceful individual that enjoys solving complex problems.

Quick learner who is naturally curious and thrives in the face of the unexpected, ambiguity and change.

Team-oriented mindset with proven ability to drive impact through influence and collaboration across multiple functions and levels of an organization.

●Strong interpersonal and communication skills, including establishing credibility and trust with internal customers and building influential relationships with partners in the business.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • 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, bars 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

What are some things you learned at the company?

When we talk about being a moose and impact together, what we are saying is that we support each other on our journey forward. We actively look for ways to collaborate, strengthen our ideas and learn from each other, no matter what department you may be in at Rapid7.

David

Global Director of Sales Engineering

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
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/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.
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.
Someone's primary function is managing the company’s diversity and inclusion initiatives
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 Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Our remote work program includes full-time remote for specific positions, Work remotely on occasion as needed.
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
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.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
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.
Happy Hours
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Variable.
Time allotted for learning
Online course subscriptions available
Paid industry certifications
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