Customer Success Coordinator at Rapid7
Customer Success Coordinator
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.
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.
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
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