Customer Adoption Specialist at Rapid7

| Greater Boston Area
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Position Overview 

The Customer Adoption Specialist is responsible for expediting Rapid7’s customers’ time to value and ensuring ongoing success by engaging and driving usage of Rapid7 platform solutions. Rapid7 is looking for a candidate with a strong operational mindset, analytical skills, a history of helping customers achieve value, 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 process improvements.

Responsibilities 

  • Use critical problem-solving skills to assist customers in their initial product configuration and quickly identify potential issues

  • Identify and drive efficiency in the platform onboarding process by developing best practices and process improvements on an ongoing basis 

  • Effectively communicate with a diverse group of internal and external stakeholders

  • Drive initial adoption of Rapid7 platform and ensure customers setup to achieve 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, Managed Services, Support & Engineering)

  • Become a Rapid7 platform and product expert 

  • Utilize product adoption data and customer insights to drive meaningful engagements 

  • Manage a portfolio of customer onboarding projects, ensuring a successful and timely completion achieving key milestones to ensure an accelerated time to value

Qualifications 

  • 2+ years of experience in a customer-facing or project management role for SaaS technology company 

  • Strong organizational and analytical skills

  • Critical thinking and proven ability to solve complex problems 

  • 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 

  • Excellent communication skills 

  • Ability to build customer relationships

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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 Rapid7 Perks + Benefits

Culture
Volunteer in local community
Once a year, Rapid7 offices across the globe close for the day so employees can volunteer.
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
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
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Our game room includes Ping Pong.
Stocked Kitchen
Rapid7 has a fully stocked kitchen including unlimited snacks, coffee, tea and all of the flavored sparkling water you can handle.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Promote from within
Time allotted for learning
Online course subscriptions available
Paid industry certifications
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