Customer Adoption manager
Position Overview
The Customer Adoption Manager is responsible for expediting Rapid7’s customers time to value and ensuring ongoing success by engaging and driving usage of Rapid7 solutions during the onboarding process. Rapid7 is looking for a candidate with strong communication skills, a history of helping customers achieve value by driving product adoption and a passion for technology. This role will require you to work cross-functionally to ensure Rapid7 delivers a best-in-class customer experience that allows customers to achieve their security program objectives by leveraging our industry leading solutions. Success in the role will require a self-starter with a passion for solving complex problems and using data / insights to drive meaningful customer engagements.
Responsibilities
Manage a portfolio of customer onboarding projects, ensuring a successful and timely completion achieving key milestones to ensure an accelerated time to value
Use critical problem solving skills to assist customers and quickly identify potential issues
Utilize product adoption data and customer insights to drive meaningful engagements
Drive adoption of Rapid7 solutions and ensure customers achieve business outcomes
Maintain the customer relationship during the onboarding process, answering questions, identifying customer needs, and building workable solutions in close collaboration with customer facing teams that may include (Customer Success Management, Sales, Project Management, Support & Engineering)
Identify and drive efficiency in the onboarding process by developing best practices and process improvements on an ongoing basis
Effectively communicate to a diverse group of internal and external stakeholders
Identify new ways that Rapid7 can help customers achieve their security program goals
Become a Rapid7 product expert
Qualifications
4+ years of experience in a customer-facing or project management role for SaaS technology company
Bachelor's degree or the equivalent
History of leveraging product adoption data and/or customer insights to drive meaningful engagements
Proven ability to manage a portfolio of accounts and/or projects
Customer-centric mindset
Able to speak to both technical details and business outcomes in the same conversation
Strong technical aptitude and a drive to learn
Adaptable to change
Critical thinking and proven ability to solve complex problems
Excellent communication skills
Strong organizational and analytical skills
Ability to build customer relationships