Customer Success Representative

US - MA - Boston

Location(s)

US - MA - Boston

Team(s)

Customer Success & Support


About Rapid7

Rapid7 (Nasdaq: RPD) is advancing security with visibility, analytics, and automation delivered through our Insight cloud. Our solutions simplify the complex, allowing security teams to work more effectively with IT and development to reduce vulnerabilities, monitor for malicious behavior, investigate and shut down attacks, and automate routine tasks. Over 9,300 customers rely on Rapid7 technology, services, and research to improve security outcomes and securely advance their organization. For more information, visit our website, check out our blog, or follow us on LinkedIn.

The Opportunity

The Customer Success Representative will be responsible for renewals, adoption, and expansion related activities for a high volume of a transactional group of customers and partners.  Their focus will be on responding to customer inquiries while working proactively to identify customers who are not taking full advantage of our solutions and customers who have upsell/cross-sell potential.

Responsibilities:

  • Identify and assess customers and partners' 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 success team targets and quotas

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

  • Participate in strategic projects as a representative of the Customer Success Representative Team

Requirements:

  • 2+ years in a high volume customer success or client services role

  • 4 Year College Degree

  • 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