Scaled Customer Success Advisor

Customer Success Advisor - Scaled

As a Customer Success Advisor, you will provide support to our customers via digital communication channels, ensuring a smooth and effective customer experience and using your cyber security knowledge and expertise of R7 products and solutions to ensure customers maximize the value from their R7 investment.

The Scaled Customer Success Team is a critical part of the Rapid7 Customer Success organization designed to provide a world-class experience to Rapid7’s scaled customers. This global team delivers success by leveraging technology, automation, and data-driven processes to scale efficiently while maintaining personalized and impactful interactions.

The organization has both assigned customers, as well as support one to many models of supporting, triaging and navigating customer needs and challenges. These CSAs will work to ensure successful customer onboarding and provide personal customer experience at scale leveraging a combination of personal touch, technology, and automation. This team will conduct outreach to customers based on health and adoption signals, alerts, and other ‘calls to action.’

The team will help design a series of digital customer lifecycle programs and touchpoints that generate proactive, consistent, experiences at scale.

The team’s primary focus will be on customer health and the adoption of Rapid7 products and services. They will work in parallel with the Renewals Account Management team, who will be focused on the renewal motion and expansion opportunities from the same install base.

This role will be both proactive and reactive. Using a data-driven approach, CSAs will drive usage and adoption at scale, as well as respond to customer inquiries, research on issues, and pull in the resources needed to resolve them. As a Scaled Customer Success Advisor, you will work closely with our renewals team to identify upsell & cross-sell opportunities while ensuring high levels of satisfaction, success, and engagement from our customers.

Specifically, you will focus on the following areas:

• Customer Inquiries: respond to inbound customer inquiries coming in via email or digital customer triggers and ensure that successful responses are delivered in a timely manner.
• Direct Customers:
  Guide customers on their journey; whether referring them to one of our resources:
  Rapid7 Academy, Forum or Blog, Product Specific Online Resources, or Customer Training, and/or directing the customer to the appropriate person/team, e.g., Support, Renewals Account Manager, Sales, or the Channel team.
• Issue Resolution: resolve customer challenges related to product usage, account queries and advise customers on resources to solve technical challenges.
• Product Knowledge:
  Maintain a thorough understanding of the company’s products, services, and digital tools to provide support for team members.
• Customer Health forecasting:
  Following engagement with our customers, we will record their sentiment towards Rapid7, giving an indication of their health. In turn sharing this health forecast with CS leadership and the Renewals and Sales teams.
• Multi-tasking:
  Handle multiple customer queries simultaneously across different digital platforms, prioritizing tasks based on urgency and customer needs.
• Risk Management:
  
  Identify complex or unresolved issues and elevate them to the appropriate department or team for further resolution.
• Respond to Customer 'Calls to Action', such as customer survey responses, low NPS scores, and support ticket escalations.
• Customer Feedback:
  Collect and report customer feedback to help improve service delivery and enhance customer satisfaction.
• Team
  
  Collaboration:
  
  Work closely with other CS colleagues, the Support organization, and other GTC teams.
• Process Improvement:
  Contribute ideas for process improvements to streamline customer service workflows and enhance the overall customer experience.

• Proven experience in a customer success or service role, ideally in a digital environment.
• 5-6+ years of experience in SaaS customer service with a proven track record of exceeding CS KPIs.
• Experience…