Company Description 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 9,900 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 onLinkedIn.
The Opportunity The Senior Director, Customer Strategy & Effectiveness is a key leadership member of the global Rapid7 Customer Experience team and part of the cross-functional go-to-market team which includes sales, business operations and customer success. Reporting to the VP, Customer Experience, this person will be instrumental in developing and executing strategic planning, key initiatives, and customer effectiveness programs in collaboration with cross-functional teams.
We're seeking a proven leader with a diverse background, who will be responsible for driving individual and team productivity through enablement and coaching to ensure effectiveness and transparency within customer success and with our key business partners. The goal is to ensure our global customer teams are maximizing their effectiveness in support of our customer health goals. This includes planning, enablement, and orchestrating cross-functional initiatives across customer success, and as appropriate with sales, marketing, product, and business operations.
If you are excited about the chance to be innovative, to build and lead strategic customer initiatives, and help strengthen a next-generation high-performing customer success organization supporting our journey to a $1b+ company, this may be the opportunity for you. Rapid7 is on fire and we are looking for great people to join us!
The Role
●Drive transformation agenda of new customer health initiative in support of the company's journey to $1b+ with global customer impact ●Act as a strong advocate and facilitator for key programs and their value to the business across customer success and other groups, helping to educate and align teams ●Lead the development of strategic planning in alignment with marketing, sales, business operations, customer success, and product ●Develop frameworks and processes to standardize how we deliver improved customer experiences ●Drive collaboration with key stakeholders on the framework to support corporate objectives, including customer health improvements and other initiatives ●Develop and help execute the implementation and enablement of strategic customer initiatives ●Pilot key customer health initiatives with cross-functional teams such as cross-product customer adoption in partnership with product ●Define and run customer success programs, including global planning process, process improvement redesign, reporting, and communications process ●Support the build out of new functional capabilities within customer success including onboarding, customer health measurement, and assistance ●Work with Customer Success, Information Technology, and Business Operations to unify processes and systems that drive improved efficiencies and automation in support of business goals Qualifications and Traits Looking for someone with passion, energy, intellect and drive that can bring fresh ideas, strong business acumen, an analytical mind and a dedication to growing the business, including the following experience: ●A business-savvy leader with 15+ years of experience in managing teams directly and indirectly across different disciplines to drive business results ●Significant experience developing and leading strategic planning and operational excellence initiatives and strong negotiation skills ●Demonstrated relationship building and leadership ability to work cross-functionally with areas such as sales, product, marketing, customer success, business operations and finance teams, to create measurable impact ●Strong verbal, written, and visual communication and presentation skills to work with all levels in the organization, including executive level presence and strong EQ
●Strong understanding of organizational process design and related outcomes, including driving workflow, reporting, and measurement; ability to translate business objectives to actionable and measurable strategies ●Excellent knowledge of performance evaluation and change management principles, with outstanding communication and messaging skills ●Agent of change who can bring together different perspectives in a collaborative way to drive to a common goal and provide business value; ability to work within a transformative culture, focusing on high priorities and speed to market with an agile mindset ●Passion for leading people (both directly and indirectly), including the ability to work with diverse skill sets; proven success building, coaching and developing high performing teams ●Solid background in project/program management and successful implementation of major initiatives ●Cares deeply about culture and values and can be a steward for transparency, collaboration, diversity and inclusiveness, impact and innovation. ●Exceptional organizational skills; ability to prioritize and perform multiple tasks seamlessly ●Strong financial background to drive a culture of goal setting and measurement; fluent in reporting and analytics ●Quick learner who is naturally curious and thrives in the face of the unexpected, ambiguity, and change ●Background in SaaS required; experience in customer programs highly desirable ●Background in one of the following areas preferred; Customer Success, Operations, Strategic Planning / Initiatives ●Willingness to travel as appropriate, including international travel ●Boston, MA location preferred; however, another Rapid7 office location or a remote location within the US for the right candidate is possible ●Education: Finance / Strategy / Entrepreneurship/MIS (Bachelor's minimum; MBA preferred)