Customer Success Coordinator at Rapid7

| 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.

Job Overview

Rapid7’s Global Customer Success Team is focused on providing our customers with a stellar experience, as we strive to ensure they are successful in adopting Rapid 7 suite of products to aid them in achieving their business objectives. This role will be the “engine” behind our customer-facing Customer Success Managers by helping them to maximize their customer-facing time by handling necessary internal administrative activities

Successful candidates will have a strong attention to detail, work well in a teamwork environment and have the capability to build upon internal processes to drive optimization.

This position is full-time and will be based out of Rapid7’s Boston office.

Job Responsibilities: 

  • Assist Customer Success Managers with researching, generating, and editing Renewal Quotes

  • Act as the intermediary between CSM, Orders, Sales Ops and IT

  • Manage, track and follow up on Confirmed “Process” renewals

  • Run and distribute team reports to assist CSMs in customer & partner communications

  • Update internal knowledge base by documenting CSM processes

  • Assist with the triage of inbound emails from CustomerSuccess inbox 

  • Other projects that may arise including data entry & miscellaneous administrative tasks

Minimum Requirements

  • Ability to multi-task, prioritize, and process a high volume of transactions with proficiency, accuracy and integrity 

  • Excellent interpersonal and communication skills within all areas including verbal and written are required, with an ability to listen and communicate in a consultative style 

  • A strong commitment to working with a team, providing excellent customer service, and maintaining professionalism is required 

  • Excellent accuracy and attention to detail

  • Confident self-starter with ability to prioritize and manage yourself to get things done with minimal oversight

  • Strong ability to work under pressure and to deadlines

  • Proactively identify areas of improvement and ways to streamline processes

  • Proficiency in Microsoft Office desired: Excel in particular

  • Systems experience with NetSuite/Salesforce.com a plus

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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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