About Rapid7 

Rapid7 solutions protect Fortune 500 companies from cyber crimes in lots of clever ways. 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. We’re committed to delivering the very best end-to-end experience for our customers. 

Technical Program Coordinator - Gainsight

Rapid7 is seeking a Technical Program Coordinator 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:

As a Technical Program Coordinator, you will act as a Customer Success Gainsight Administrator reporting to the Senior Manager of Technical Programs on 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. 

Responsibilities:

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

• Work collaboratively with fellow Gainsight and system administrators towards common goals.

• You will provide project management, administration of Gainsight implementation and maintain customer success programs including structured onboarding, digital marketing content and services on the technical, tactical and strategic capabilities of Rapid7’s portfolio.

• Help create, manage and maintain Reporting and Dashboards within Gainsight for the Customer Success, Technical Account Management, Customer Operations and Customer Advisors teams.

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

• Design end to end workflows in Salesforce 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.

• Work in configuring Gainsight integrations with various systems. 

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 onboarding, 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