Business Operations Analyst, Customer Success

US - MA - Boston


US - MA - Boston


Business Support

Company Description

Rapid7 is breaking down silos and transforming how Security, IT, and DevOps teams work together to drive secure innovation. Our analytics and automation cloud, Rapid7 Insight, provides the shared visibility, intelligence, and connected workflow these teams need to manage the vulnerabilities, threats, and performance issues that put their organizations at risk. With more than 9,000 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.

Building meaningful customer partnerships is not just something we talk about at Rapid7, it's a core value in everything we do. From product development to sales, marketing and support, providing our customers with better outcomes in protecting and securing their organizations is our mission. 

The Opportunity
We are looking for a growth-minded, curious and analytical team member to join our Business Operations team to help us accelerate our growth and create a positive impact for our customers.  In this role you will be partnering across several areas at Rapid7 and directly impacting critical areas such as Customer Success, Customer Experience and Support. The ideal candidate will be driven, courageous, innovative and passionate in helping us to look for new ways to drive growth while keeping the customer at the center. 

This position is responsible for managing the commission process for the Customer Success organization Responsible for providing daily operational support for administering the commission plans and ensuring timely and accurate payment. This includes partnering closely with other departments in support of the monthly commission pay process, successful generation of calculations, reconciling commissions and management of commission statements.

You are an analytic, detail-obsessed team player who's excited to help us drive business insights and contribute to helping shape our ever-changing business. You are ready for a highly cross functional role and you will gain experience working with customer success managers, customer experience managers, sales operations and finance.

Day to day responsibilities may include, but not limited to:

  • Own the day-to-day management of Customer Success tiers and account assignments; including account transitions, carving out books for new CSMs, and more

  • Serve as trusted advisor to Customer Success management in capacity and headcount planning

  • Prepare, analyze and summarize Customer Success Organization commission data as required on a monthly and quarterly basis

  • Serve as a subject matter expert in various commissions and territory management processes. Continually reviewing the process to identify and implement process and data improvements

  • Assist in the timely answering of questions regarding territory management and commission plans to resolve issues regarding commission calculations and payments

  • Perform analyses, reconciliations and ad hoc reporting as needed

Required Skills and Experience:

  • Must be detail-oriented, self-motivated, proactive and have absolute integrity

  • Shows history of being highly organized with an emphasis on attention to detail and capable of managing multiple work streams at the same time

  • Ability to analyze and resolve issues and questions

  • Resilient and resourceful individual that enjoys solving complex problems

  • Strong interpersonal and communication skills, including establishing credibility and trust with internal customers and building influential relationships with partners in the business.

  • Naturally curious and thrives in the face of the unexpected ambiguity and change

  • Knowledge of Excel/Google Sheets as well as the general MS Office and G-Suite tools.

  • Bonus: experience using Xactly or other sales performance management tool