Customer Success Coordinator
About Rapid7
Rapid7 (Nasdaq: RPD) is advancing security with visibility, analytics, and automation delivered through our Insight cloud. Our solutions simplify the complex, allowing security teams to work more effectively with IT and development to reduce vulnerabilities, monitor for malicious behavior, investigate and shut down attacks, and automate routine tasks. Over 9,300 customers rely on Rapid7 technology, services, and research to improve security outcomes and securely advance their organization. For more information, visit our website, check out our blog, or follow us on LinkedIn.
Job Overview
Rapid7’s Global Customer Success Team is focused on providing our customers with a stellar experience, as we strive to ensure they are successful in adopting Rapid 7 suite of products to aid them in achieving their business objectives. This role will be the “engine” behind our customer-facing Customer Success Managers by helping them to maximize their customer-facing time by handling necessary internal administrative activities
Successful candidates will have a strong attention to detail, work well in a teamwork environment and have the capability to build upon internal processes to drive optimization.
This position is full-time and will be based out of Rapid7’s Boston office.
Job Responsibilities:
Assist Customer Success Managers with researching, generating, and editing Renewal Quotes
Act as the intermediary between CSM, Orders, Sales Ops and IT
Manage, track and follow up on Confirmed “Process” renewals
Run and distribute team reports to assist CSMs in customer & partner communications
Update internal knowledge base by documenting CSM processes
Assist with the triage of inbound emails from CustomerSuccess inbox
Other projects that may arise including data entry & miscellaneous administrative tasks
Minimum Requirements:
Ability to multi-task, prioritize, and process a high volume of transactions with proficiency, accuracy and integrity
Excellent interpersonal and communication skills within all areas including verbal and written are required, with an ability to listen and communicate in a consultative style
A strong commitment to working with a team, providing excellent customer service, and maintaining professionalism is required
Excellent accuracy and attention to detail
Confident self-starter with ability to prioritize and manage yourself to get things done with minimal oversight
Strong ability to work under pressure and to deadlines
Proactively identify areas of improvement and ways to streamline processes
Proficiency in Microsoft Office desired: Excel in particular
Systems experience with NetSuite/Salesforce.com a plus