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Customer Experience Manager

| Greater Boston Area

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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Location

Rapid7 is conveniently located in downtown Boston, with plenty of restaurants, bars and public transport close by.

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.
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
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
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Our game room includes Ping Pong.
Stocked Kitchen
Rapid7 has a fully stocked kitchen including unlimited snacks, coffee, tea and all of the flavored sparkling water you can handle.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Promote from within
Time allotted for learning
Online course subscriptions available
Paid industry certifications
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