Jobs//Hybrid//Product//

Customer Experience Manager

Rapid7
| Hybrid
Sorry, this job was removed at 11:58 a.m. (EST) on Tuesday, May 15, 2018
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Position Overview 
The Customer Experience Manager (CXM) is responsible for leading cross-functional initiatives that help customers realize the value of Rapid7 solutions by actioning customer insights to drive value-added engagements, product adoption, product migrations and other expansion focused efforts. The ideal candidate is an expert in leveraging data to measure, understand and action solutions to challenging customer issues.

This role will communicate and present data-driven insights to a diverse group of stakeholders. Success in the role will require a self-starter with a passion for technology, solving complex business problems and bringing data to life to enable great customer experiences.

Responsibilities: 
Partner with key cross-functional stakeholders (Customer Success, Customer Support, Operations, User Experience, Product Management, Business Intelligence, Marketing, and IT) to drive projects that positively impact how we engage with customers and drive adoption / expansion of Rapid7 solutions while delivering great experiences 
Analyze diverse sets of data (CRM, Product Adoption, etc.), surface customer insights and communicate findings and recommendations to key business stakeholders 
Translate complex concepts into clear, actionable recommendations to a diverse group of stakeholders across all levels of the business 
Engage, support and enable customer facing teams (Customer Success and Customer Support) to leverage insights to deliver great customer experiences 
Find ways to leverage technology and automation to scale our influence and ability to deliver impactful experiences across a growing base of customers 
Use critical problem solving skills to find creative solutions to complex business problems

Minimum Requirements 
Bachelor's Degree in Business, Economics or related field 
Minimum of 7 years of professional experience, with at least 4 of those years in a cross-functional leadership, business analysis or process improvement position 
Strong communication skills (oral and written) 
Previous experience analyzing complex data sets 
Previous experience leading or taking part in cross functional projects with a large scope of responsibility 
Previous experience working directly in or with Operations, Customer Experience, Customer Success or Customer Support 
Strong understanding of strategic thinking and critical problem solving 
In-depth knowledge of customer relationship management software (CRM) 
Previous experience supporting, implementing or utilizing enterprise software 
Dynamic and enthusiastic personality, combining flexibility and creativity 
Ability to offer solutions to various IT related problems 
Self-motivated, dynamic and results-driven 
Inquisitive, proactive and innovative 
Assertive 
Willing to be flexible in tasks and activities undertaken 
Thrives on change

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • DjangoFrameworks
    • ExpressFrameworks
    • FlaskFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • TensorFlowFrameworks
    • CassandraDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM

Location

Rapid7 is conveniently located between the North End and West End of Boston, with plenty of restaurants 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

How has your career grown since starting at the company?

Ive been on many teams in my time at Rapid7 and they have certainly “grown” from a size perspective, but more importantly, they all evolved with the changing times and needs. Some of the teams I was on were critical for our sales grown in an emerging market and though they no longer exist by name, I can see the tangible impact we made.

Sarah

Manager, Commercial Sales

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
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
President's club
Employee awards
Flexible work schedule
Remote work program
Our remote work program includes full-time remote for specific positions, Work remotely on occasion as needed.
Diversity
Documented equal pay policy
Dedicated diversity and 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.
Mandated 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.
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 insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
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.
Bereavement leave benefits
Company-wide vacation
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
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.
Company-sponsored happy hours
Onsite office parking
Fitness stipend
Home-office stipend for remote employees
Meditation space
Mother's room
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Continuing education stipend
Variable.
Continuing education available during work hours
Online course subscriptions available
Paid industry certifications
View full list of perks + benefits

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