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 but not essential. 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.
Who are Rapid7?
Rapid7 is a Cybersecurity software vendor that powers the practice of SecOps by delivering shared visibility, analytics, and automation that unites security, IT, and DevOps teams. The Rapid7 Insight platform empowers these teams to jointly manage and reduce risk, detect and contain attackers, and analyze and optimize operations. Rapid7 technology, services, and research drive vulnerability management, application security, incident detection and response, and log management for more than 9,900 organizations across more than 120 countries, including 54% of the Fortune 100.
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 APAC market with Rapid7's small to medium sized customers
Fluency in 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