Customer Adoption Specialist
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