Rapid7 is looking for a passionate, energetic and empathetic support leader to join our VRM Practice. The VRM customer practice develops and cares for the customers that purchase Rapid 7’s vulnerability management, application security and offensive security products. In this role, you will bring your experience working with customer support, passion for delighting customers, curiosity and systems thinking to dig in and understand the root causes of problems, and a focus on using data to understand problems and track progress. You will be a part of the VRM management team providing an unwavering voice of the customer to help support our mission to delight customers with our products and services. You must be able to work cross-functionally and drive progress and change within a team without direct management responsibility.

Essential Responsibilities

• Provide the voice of the customer in the VRM practice leadership team to drive more customer centric decision making and awareness of customer impacts

• Analyze cases, defect qualification issue and defects in order to provide insights into prioritization of customer experiences for practice investment and measure of the investment’s impact on customer experience

• Partner closely with the support organization and customer experience to develop the process for using customer sentiment and customer satisfaction to drive impact and provide feedback to customers on our actions

• Drive analysis of specific customer experiences to drive learning from successful and unsuccessful interactions including post mortems that derive root cause, common characteristics and hypotheses for improved experiences for all customers

• Present practice specific customer support, sentiment and satisfaction data and insights to partner organizations including marketing, sales, support, and services

• Partner with the product team and support training to bring the customer perspective to developing plans for communication and training on the product for customers and the support organization

• Represent the VRM Practice within the Executive Escalation process by helping drive success for customers identified to be at risk, assist in resolving the at risk situation by collaborating with other key practice members and help derive a deeper relationship to drive retention not only from that customer, but to deliver learnings back to the practice that can be used to improve all customer experiences

• Collaborate with and across Customer Support Advisors in all the practices to develop standards and drive best practices for support methodologies and processes

• Collaborate with and across Product Operations Managers in all the practices to develop standards and drive best practices implemented for Engineering

• Assist Product Management with the triaging of feature requests and help advocate for product functionality that will address trending issues for our customers

Job Requirements

• 4 -7+ years experience in a support organization is required

• 4+ years experience working directly with customers and advising on best practice recommendations, and strategic guidance with a strong focus on driving retention 

• Deep technical knowledge of IT, Security Infrastructure is highly desirable 

• Understanding of customer security outcomes and the way that Rapid7 products support customers to meet those goals

• Deep knowledge of the Rapid7 support organization, procedures and tools

• Strong data analysis, verbal, written, and visual communication and presentation skills 

• Willingness to travel to customer locations and Rapid7 offices 

• Boston, MA, Los Angeles, CA, Austin, TX, Tampa, FL or Washington, DC preferred

• Education: Bachelor’s degree, Engineering / CS / MIS Degree preferred

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.