Customer Success Representative - French speaking

Northern Ireland - Belfast

Location(s)

Northern Ireland - Belfast

Team(s)

Customer Success & Support


The Customer Success Representative will be responsible for managing inquiries from customers related to their renewals, upsell and cross sell interests, cancelations, account administration, and billing. The role involves responding to incoming transactional requests, while working on strategic outreach to the customer base to help improve the likelihood of a customer renewing. 

This role is the first tier in our Customer Success organisation so come in ready to work hard and learn. Familiarity with the basics of enterprise software business or Software as a Service would be welcome. 

This person must be a self-driven, highly motivated individual who thrives in a fast paced environment and can coordinate and work as part of a larger team to improve overall customer health and satisfaction. 



Responsibilities: 

  • Identify and assess customers' needs to achieve satisfaction 

  • Build sustainable relationships of trust through open and interactive communication 

  • Provide accurate, valid and complete information by using the right methods/tools 

  • Meet personal/customer service team targets and request handling quotas 

  • Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution 


  • Working across the EMEA market (with a focus on French speaking territories) with Rapid7's small to medium sized customers

Requirements: 

  • Fluency in both French and English

  • Strong phone contact handling skills and active listening 

  • Familiarity with CRM systems and practices 

  • Customer orientation and ability to adapt/respond to different types of customer challenges 

  • Excellent communication and presentation skills 

  • Ability to multi-task, prioritize, and manage time effectively

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