Manager, Customer Support

US - FL - Tampa

Location(s)

US - FL - Tampa

Team(s)

Customer Success & Support


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.

 

We're building a brand-new team in Tampa, Florida to help tackle issues in InsightVM that our customers face.  The team will be highly focused on swarming on these issues together to deliver resolution as soon as possible.  

 

The Manager, Customer Support will build this team from the ground-up and establish a strong technical culture of excellence.  This leader will place emphasis on collaboration, hire team members with a strong sense of initiative, and a pride in ownership of resolving these issues, while continuously improving along the way.  Over time, this leader will become a trusted voice in the Global Support organization who drives improvements in process, people, and our tooling that improves our customer's experience while also reducing the support burden.  Moreover, the leader should build a co-working partnership with Platform Engineering leaders who will be building a strong presence in our new Tampa office.  

 

 

Job Responsibilities:  

  • Lead and coach a team of highly skilled technical support engineers to successfully resolve and prevent customer challenges
     

  • 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
     

  • Develop Global Support team members via active coaching and building career development plans
     

  • Work with members of Rapid7's Customer Delivery Practices to identify opportunities to improve product supportability and the customer experience
     

  • Measure and manage the team to Rapid7's customer and business goals, and work with the Global Support Leadership team to refine metrics and goals
     

  • Understanding the importance of team culture and helping to build a team with a “can do” attitude.

 

Job Qualifications:

  • 3-5 years of management experience in a technical customer support environment

  • Experience with software support, preferably SaaS environments

  • Experience with supporting cloud based applications

  • Bachelor's degree (Computer Science, Management Information Systems, a similar technical field) or equivalent experience

  • Experience communicating highly technical concepts to a non-technical audience

  • Experience working cross-functionally, learning and developing meaningful internal relationships to drive customer success

  • Ability to build and maintain meaningful customer relationships in the pursuit of driving impeccable customer satisfaction

  • Unrelenting passion for customer satisfaction, security technology, and innovation

  • Experience in security is preferred, but not required

 

Personal Skills & Attributes:

  • Strong work ethic and enjoy taking ownership of projects

  • Methodical in approach to both implementations and troubleshooting of issues

  • Strong client relationship & management skills

  • Commitment to high quality of work

  • Endeavor to show attention to detail and accuracy which is reflected in documentation / reports

  • 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