Senior Technical Program Manager
The Rapid7 Managed Service Senior Technical Program Manager and escalation manager role is responsible for driving the success of Rapid7 customer’s managed services security programs while building and maintaining strong customer relationships cross functionally and with customers. Successful candidates will demonstrate a proven ability to manage enterprise customers and communicate effectively across varied levels of technical understanding. You will help ensure a high level of customer satisfaction that drives services, ROI recognition, strong contract renewals, and solution growth opportunities. This position requires a dynamic individual with the capability to manage multiple accounts, ability to establish appropriate success criteria, and drive programs toward success. You will be working with CxOs, developers, and other security experts.
Job Responsibilities:
Establish and drive enterprise-wide risk management and awareness for security.
Drive successful customer experience during onboarding and deployment phase, preparing the customer and understanding technical requirements to help drive successful deployment
Advise customers on how to best utilize Rapid7 solutions within their organization.
Serve as customer advocate while capturing feedback and reporting requests to Product Management.
Advise customers on deployment and usage plan strategies.
Will work closely with Customer Advisors and Engineering resources to ensure proper escalation of any customer issues as needed.
Develop and share best practices with team members to enhance the quality, effectiveness, and efficiency of the support of customers.
Collaborate with Sales on account strategies identifying opportunities for account expansions.
Job Requirements:
BS/MS in technical degree, or equivalent applicable experience.
Excellent soft skills with a team player mentality are a must.
Excellent written and oral communication skills with experienced presentation skills.
Demonstrated ability and desire to work and excel in a fast-paced growing environment.
Consistently practices strong organizational, communication, project management, negotiation, and problem solving skills.
Contribute to team operational precision by active design of and participation in team initiatives.
Ability to work well across functional groups and influence others to get things done.
Must possess an excellent work ethic with a “can-do” attitude.
Customer Experience and Escalation management skills