Customer Onboarding Specialist

US - MA - Boston

Location(s)

US - MA - Boston

Team(s)

Customer Success & Support


We guide our customers to deploy successfully and achieve value to enhance their security program.

                                                                                                                                                                                                                                                                  

Position Overview 

The Customer Adoption Manager is responsible for expediting Rapid7's customers time to value in their first 90 days, throughout the onboarding process. Rapid7 is looking for a candidate with strong communication skills, a history of helping customers achieve value by driving product adoption and a passion for technology. This role will require you to work cross-functionally to ensure Rapid7 delivers a best-in-class customer experience that allows customers to achieve their security program objectives by leveraging our industry leading solutions. Success in the role will require a self-starter who organizes themselves for success with a passion for solving complex problems and using data / insights to drive meaningful customer engagements.

Responsibilities 

  • Manage a portfolio of customer onboarding projects, ensuring a successful and timely completion achieving key milestones to ensure an accelerated time to value

  • Drive adoption of Rapid7 solutions and ensure customers achieve business outcomes while maintaining the customer relationship

  • Use critical problem solving-skills to build workable solutions in close collaboration with customer-facing teams that include (Customer Success, Sales, Project Management, Product Consulting & Support) to ensure the customer remains on course

  • Utilize product adoption data and customer insights to drive meaningful engagements 

  • Effectively communicate technical details and business outcomes to a diverse group of internal and external stakeholders

  • Identify and drive efficiency in the onboarding process by developing best practices and process improvements on an ongoing basis 

  • Become a Rapid7 product expert

Qualifications 

  • 4+ years of experience in a customer-facing project management role in a SaaS technology company 

  • Bachelor's degree or the equivalent 

  • Proven ability to effectively manage a portfolio of accounts and/or projects

  • Self-starter with a solutions-oriented attitude

  • Excellent communicator 

  • History of leveraging product adoption data and/or customer insights to drive meaningful engagements 

  • Ability to build customer relationships

  • Adaptable and flexible