Customer Success Engineer
Customer Success Engineer Job Overview Do you enjoy working with customers and thinking creatively to come up with solutions to their challenges? Do you work well collaborating with others, not only on your immediate team, but other teams within the organization? Then joining Rapid7’s Customer Success Engineering team may be just the fit. The Customer Success Engineer (CSE) is responsible for driving product adoption from our customer base to ensure renewals. Our goal is to ensure customers can quickly implement and use our solutions to reduce risk within their environment and recognize value from their investment. The CSE will perform a wide variety of technically-oriented tasks to promote customer success, including: Becoming a Subject Matter Expert with Rapid7’s solutions. This is requirement #1. Via phone and email, ensure successful product implementation and usage by first understanding the customers needs/challenges, and then providing technical guidance on how to solve said challenge Work as an equal partner with the Customer Success Manager to secure the technical win during the renewal sales cycle in competitive situations Suggest specific technical best practices or Rapid7 services to maximize the effectiveness of the solution in support of their security program The Customer Success Engineer will collaborate with multiple departments including Customer Success (Account Management), Support, Professional Services, and Engineering to name a few. If you are comfortable going toe-to-toe in a technical discussion with engineers and then shifting gears and having a brass-tacks business conversation with a CIO, this may be the opportunity for you. Job Responsibilities Possess presentation-ready knowledge and product expertise on all Rapid7’s products Understand customer business objectives and technical challenges, and communicate how Rapid7’s solutions can be used to provide a solution Interface with Customer Success, Support & Services to ensure customer experience is consistently on best path Deliver presentations and participate in conference call discussions and face-to-face meetings to architectural groups, major lines of business, and C-Level executives. Secure Technical win during renewal evaluation processes Job Qualifications Ability to communicate clearly and effectively. Must be able to explain complex functionality that can be simply understood by people of all technical backgrounds. Experience level to 3-5+ years of relevant IT/Security related experience Previous experience with vulnerability management desired Basic knowledge of best practices relating to secure network architecture, design and configuration Fundamental knowledge of industry regulations and requirements including major compliance regulations Strong technical background with a demonstrated aptitude for picking up new technology with ease Can-do, anything-is-possible attitude Creative problem solver who thrives in collaborative environment Must be accountable and follow up with customers when you say you will Strong interest in security and networking Demonstrable background in customer-oriented action Ability to relate to a wide range of technical staff and decision makers in customer environments In-depth knowledge of multiple Operating Systems Education: Bachelor’s degree and/or 4 years related work experience |
