Senior Manager, Customer Experience - Sentiment

| Greater Boston Area
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Senior Manager, Customer Experience (Sentiment Program):

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

The Opportunity

As a Senior Manager of Customer Experience, responsible for Rapid7’s sentiment program, you’re passionate about advocating for customers in an organization eager to listen and act on their feedback. In this role, you will be responsible for leading a team that works cross-functionally to analyze data collected from customers across a variety of product and service experiences, generating insights and making recommendations on how to enhance the customer experience. Your strategy and vision for the sentiment program will be instrumental in how and what we learn from our customers and your insights will shape where Rapid7 focuses its investments in the years to come.

Essential Responsibilities

  • Own, develop, and execute Rapid7’s customer sentiment strategy and roadmap 

  • Identify and assess new, effective ways to gather and analyze customer sentiment using advanced research and analytics methodologies

  • Work closely and maintain strong relationships with internal stakeholders, including senior leadership, to understand their key business questions and sentiment measurement objectives

  • Represent the voice of the customer by aligning with cross-functional partners, ensuring they can leverage sentiment insights and action them

  • Lead the team responsible for analyzing and executing the sentiment program

  • Identify opportunities to create efficiency in the program in both systems and processes

  • Communicate program findings, accomplishments, and plans to the organization through presentations, dashboards, and executive summaries

  • Integrate learnings and implications from customer sentiment data with other key sources of customer feedback to drive alignment in insights and actionability of the feedback

Job Requirements/Core Skills

  • Bachelor’s degree, preferably in marketing, business analytics or a customer insights/business related field, MBA preferred

  • 5+ years of leading Customer experience measurement initiatives, including running NPS and/or CSAT programs, and experience working directly with stakeholders to provide valuable insights

  • 2+ years in a people management role, including guiding cross-functional teams across skill sets and teams

  • Ability to think big picture, while executing with detail and focus

  • Excellent verbal and written communication skills are required, including the ability to tell stories with data, articulate priorities and tradeoffs, and create professional presentations.

  • Excellent planning and execution skills with proven ability to drive results

  • Comfort with a fast-paced environment, thriving on solving the complex


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
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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 some things you learned at the company?

When we talk about being a moose and impact together, what we are saying is that we support each other on our journey forward. We actively look for ways to collaborate, strengthen our ideas and learn from each other, no matter what department you may be in at Rapid7.

David

Global Director of Sales Engineering

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.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Rapid7 is led by a diverse management team that represent the security community we serve. We believe that we all have a responsibility to continuously improve our DE&I efforts.
Unconscious bias training
We believe in continuous learning, our in-house trainers conduct consistent diversity trainings. We advocate for diverse thinking and strive to cultivate a workforce that mirrors the best minds.
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
We have so many amazing and organically created employee resource groups! These internal Rapid7 communities allow for an authentic experience where diverse employees and allies can come together.
Hiring Practices that Promote Diversity
We've taken the Parity Pledge, we reinforce strategic recruitment, we are committed to diversity partnerships, and we understand the importance in training around unconscious bias.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
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
Remote Work Program
Our remote work program includes full-time remote for specific positions, Work remotely on occasion as needed.
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Our employees receive unlimited hours per year of paid volunteer time.
Paid Holidays
Paid Sick Days
Employees receive unlimited hours per year of paid sick leave.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Rapid7 has a fully stocked kitchen including unlimited snacks, coffee, tea and all of the flavored sparkling water you can handle.
Some Meals Provided
Employees get free lunch during quarterly in-office Town Halls and some team meetings.
Happy Hours
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Variable.
Time allotted for learning
Online course subscriptions available
Paid industry certifications
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