Vice President, Global Support

US - MA - Boston

Location(s)

US - MA - Boston, US - TX - Austin

Team(s)

Customer Success & Support


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. For more information, visit our website, check out our blog, or follow us on LinkedIn.
 

Our Mission

By continuously improving our technology, stemming the creation of risk in the community, and making security more usable and accessible, Rapid7 enables technology professionals to gain the clarity, command, and confidence they need to safely drive innovation and protect against risk. Our product suite helps organizations to quickly predict, deter, detect, and remediate attacks and obstacles to productivity.  
 

The Opportunity

The Global Support organization at Rapid7 delivers the partnership that our customers need to achieve their security goals with our comprehensive portfolio of cyber security solutions.

The Vice President, Global Support will steer this organization to deliver an excellent customer experience that removes barriers to adoption and enhances customers' value achievement. This person will offer strategic leadership at Rapid7 to transform the customer support experience, working collaboratively across the company to create a transparent, urgent, and expert experience that delivers meaningful customer impact.

This role reports directly to the SVP, Customer Success & Services, and drives a large, diverse global team.  As the senior leader for this organization and this critical experience of our customers, you should be passionate about shaping all aspects of the organization - setting priorities, hiring and developing talent, establishing standards, nurturing a team culture of customer advocacy, deeply collaborating cross-functionally, and driving transformation in the experience. This is a rich, complex opportunity for someone to drive our transformation on the path to being a $1b+ company, but to do it in a customer-led way..


 

The Role

We are seeking someone who can combine the visionary ability to see where we want to be but also the steps we need to take to achieve that vision! 

  • Define and implement a strategy to improve customer experience and engagement with support, scale the team and develop talent, and improve retention, all to deliver customer value achievement

  • Create a support experience delivering a differentiated competitive advantage and value to our customers that demonstrates partnership, transparency and urgency

  • Build a support model that puts the customer at the center through multi-channel, proactive and predictive engagement

  • Serve as the executive on point and manage processes for key account escalations and system incidents, ensuring cross-functional engagement to resolve and drive continuous improvement

  • Foster a culture of innovation and customer ownership by hiring, developing, and retaining a team that is highly engaged in delivering a differentiated customer support experience

  • Drive employee satisfaction through consistent communication, feedback and career development, and a sense of purpose and community

  • Develop support tiering and segmentation models to deliver differentiated services levels and improve efficiency and coverage

  • Collaborate with Marketing & Sales on messaging, service level commitments, pricing and practices.

  • Develop new programs designed to enhance and leverage our partners' strengths and contributions to support experience

  • Identify and implement tools and processes to improve team efficiency, and deliver the highest quality customer engagement 

  • Relentlessly focus on key customer outcomes such as resolution time, NPS, CSAT and customer retention; partner with Support Operations to establish, manage and monitor performance

  • Develop and maintain a plan that ensures adequate support coverage (language, capacity, and technical capability) and meets anticipated future demand based on customer utilization trends, customer growth, service utilization, new product/service releases

  • Monitor product quality metrics (case volume, percent escalated, issue categorization and prioritization, backlog, customer impact, etc.) and work as the advocate for the customer by partnering with the products' organization to drive improvement and issue resolution

  • Collaborate with other Rapid7 teams to drive improvements in Rapid7's products, services, and overall customer experience by advocating for the customer with actionable data and insight on customer behavior, satisfaction, and areas for improvement
     

Qualifications and Traits

  • Experience managing a global Customer Support organization for a portfolio of advanced SaaS products serving tech-savvy customers, with a breadth of exposure to a variety of customer needs

  • 15+ years of experience in leading and scaling a globally dispersed customer-facing organization in a technical environment, including at least 5 years in a senior-level leadership role

  • Demonstrated strategic and impactful executive leadership with large support teams in highly collaborative environments

  • Care deeply about culture and values and can be a steward for transparency, collaboration, diversity and inclusiveness, impact and innovation

  • Inspired to deliver a differentiated support experience, and you have examples of transformations you have led in the customer support experience

  • Demonstrated experience with interpreting data analytics to derive insight and drive customer value

  • Ability to form solid cross-functional relationships and influence others to drive to a common goal

  • Passionate about the customer and delivering focused measurable improvements

  • Excellent communication skills, with the ability to simplify the complex and effectively interface with executive, operational and technical teams

  • Experience with cybersecurity technology, SaaS, modern services for cloud

  • Able to travel up to 50%

  • BS degree in a relevant technical field such as Engineering, Architecture, or Computer Science. MBA highly desirable