Senior Manager, Customer Experience - Sentiment

US - MA - Boston

Location(s)

US - MA - Boston

Team(s)

Customer Success & Support


Senior Manager, Customer Experience (Sentiment Program):

Company Description

Rapid7 (NASDAQ: RPD) is helping organizations around the globe advance securely. Our technology, services, and community-focused research simplify complexity for security teams, helping them reduce vulnerabilities, monitor for malicious behavior, investigate and shut down attacks, and automate routine tasks. With more than 9000 customers across 120+ countries, Rapid7 is a recognized leader in cybersecurity that has proudly earned numerous industry accolades and strong recognition for our technology and culture. Learn more at www.rapid7.com

The Opportunity

As a Senior Manager of Customer Experience, responsible for Rapid7's sentiment program, you're passionate about advocating for customers in an organization eager to listen and act on their feedback. In this role, you will be responsible for leading a team that works cross-functionally to analyze data collected from customers across a variety of product and service experiences, generating insights and making recommendations on how to enhance the customer experience. Your strategy and vision for the sentiment program will be instrumental in how and what we learn from our customers and your insights will shape where Rapid7 focuses its investments in the years to come.

Essential Responsibilities

  • Own, develop, and execute Rapid7's customer sentiment strategy and roadmap 

  • Identify and assess new, effective ways to gather and analyze customer sentiment using advanced research and analytics methodologies

  • Work closely and maintain strong relationships with internal stakeholders, including senior leadership, to understand their key business questions and sentiment measurement objectives

  • Represent the voice of the customer by aligning with cross-functional partners, ensuring they can leverage sentiment insights and action them

  • Lead the team responsible for analyzing and executing the sentiment program

  • Identify opportunities to create efficiency in the program in both systems and processes

  • Communicate program findings, accomplishments, and plans to the organization through presentations, dashboards, and executive summaries

  • Integrate learnings and implications from customer sentiment data with other key sources of customer feedback to drive alignment in insights and actionability of the feedback

Job Requirements/Core Skills

  • Bachelor's degree, preferably in marketing, business analytics or a customer insights/business related field, MBA preferred

  • 5+ years of leading Customer experience measurement initiatives, including running NPS and/or CSAT programs, and experience working directly with stakeholders to provide valuable insights

  • 2+ years in a people management role, including guiding cross-functional teams across skill sets and teams

  • Ability to think big picture, while executing with detail and focus

  • Excellent verbal and written communication skills are required, including the ability to tell stories with data, articulate priorities and tradeoffs, and create professional presentations.

  • Excellent planning and execution skills with proven ability to drive results

  • Comfort with a fast-paced environment, thriving on solving the complex