Customer Success Representative
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.
The Opportunity
The Customer Success Representative will be responsible for renewals, adoption, and expansion related activities for a high volume of a transactional group of customers and partners. Their focus will be on responding to customer inquiries while working proactively to identify customers who are not taking full advantage of our solutions and customers who have upsell/cross-sell potential.
Responsibilities:
Identify and assess customers and partners’ needs to achieve satisfaction
Build sustainable relationships of trust through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Meet personal/customer success team targets and quotas
Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Participate in strategic projects as a representative of the Customer Success Representative Team
Requirements:
2+ years in a high volume customer success or client services role
4 Year College Degree
Strong phone contact handling skills and active listening
Familiarity with CRM systems and practices
Customer orientation and ability to adapt/respond to different types of customer challenges
Excellent communication and presentation skills
Ability to multi-task, prioritize, and manage time effectively