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Customer Success Representative

| Greater Boston Area

Description 
The Customer Success Representative will be responsible for managing inquiries from customers related to their renewals, upsell and cross sell interests, cancelations, account administration, and billing. The role involves responding to incoming transactional requests, while working on strategic outreach to the customer base to help improve the likelihood of a customer renewing.

This is an entry level positon so come in ready work hard and learn. Familiarity with the basics of enterprise software business or Software as a Service would be welcome.

This person must be a self-driven, highly motivated individual who thrives in a fast paced environment and can coordinate and work as part of a larger team to improve overall customer health and satisfaction.

Responsibilities: 
Identify and assess customers’ needs to achieve satisfaction 
Build sustainable relationships of trust through open and interactive communication 
Provide accurate, valid and complete information by using the right methods/tools 
Meet personal/customer service team targets and request handling quotas 
Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

Requirements 
4 Year College Degree 
Strong phone contact handling skills and active listening 
Familiarity with CRM systems and practices 
Customer orientation and ability to adapt/respond to different types of customer challenges 
Excellent communication and presentation skills 
Ability to multi-task, prioritize, and manage time effectively

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Location

100 Summer Street 13th Floor, Boston, MA 02110

What are Rapid7 Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)

Additional Perks + Benefits

100% Company paid Life and Disability Insurance through UNUM

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