Senior Manager, Technical Account Management

US - MA - Boston

Location(s)

US - MA - Boston

Team(s)

Customer Success & Support


Are you passionate about Cyber Security and Client Advocacy? Do you want to work with like minded people who put the client first, solving their challenges? Do you thrive working in a fast paced environment if so read on.....
Working as Manager, Technical Account Manager you will be responsible for leading our passionate Technical Account Manager, Security Strategists and Technical Account Engineers. You will work closely with Rapid7's clients, understanding their challenges and how we can help solve them, being able to understand the business implications of our products. 
What you will be doing:
  • Lead and coach a team of highly skilled Technical Account Managers and Engineers to resolve customer challenges, develop long-lasting partnerships, and deliver on KPIs.
  • Partner with Customer Success Management and other Go-to-Market teams to develop account plans and engage customers in order to facilitate product adoption and resolve existing issues.
  • Collaborate with other members of the Global Support team to build sustainable, frictionless, and consistent global processes to meet customer needs.
  • Hires, onboards, and provides ongoing training, coaching, and mentoring for all team members including development and tracking of key performance indicators.
  • Work with members of Rapid7's Customer Delivery Practices to identify opportunities to improve product supportability and the customer experience.
  • Understanding the importance of team culture and helping to build a team with a “can do” attitude.
About you:
  • 7+  years of relevant work experience in IT
  • 2+  years of management experience in customer-facing teams in technical customer success organization
  • Experience in technical service delivery
  • Experience is developing partnerships with enterprise customers
  • Experience in managing and successfully mitigating customer escalations
  • Ability to go a mile deep with technical customer resources or to explain technical aspects to a non-technical customer
  • Experience working cross-functionally, learning and developing meaningful internal relationships to drive customer success
  • Comfortable and willing to be a hands-on contributor, work on-site with customers (Travel up to 30%) 
  • Bachelor's degree (Computer Science, Management Information Systems, a similar technical field) or equivalent experience
  • Passion for customer-centric outcomes
  • Strong work ethic and enjoy taking ownership of projects
  • Strong client relationship & account governance skills
  • Ability to thrive in a dynamic organization
  • Excellent organizational skills and can transition between working as a part of a larger team or singularly, or to managing several resources on multiple project sections
What's in it for you? 
  • An opportunity to join a high growth, industry shaping security vendor at a relatively early stage.
  • Rapid career progression options come thick and fast, we have a track record of promoting from within and our phenomenal growth serves to accentuate that.
  • A very high level of autonomy, Rapid7 employees typically assume a lot of personal accountability.
  • Continuous learning opportunities - this is one of our core values.
  • An industry leading portfolio of solutions to take to the market with confidence, see rapid7.com and check out ‘Products' and ‘Services' tabs.
  • A very competitive salary package and benefits.