Director, Technical Account Management

  • R5709
  • Tampa, FL, United States
  • Boston, MA, United States
  • Austin, TX, United States

Director, Technical Account Management


Rapid7’s global team of Technical Account Managers provide our customers with expert advice, technical assistance, and enablement.  We are seeking a senior leader who is capable of scaling our technical customer success services to match Rapid7’s growth and evolving product portfolio. Reporting to the VP of Global Technical Support, this is an opportunity to define the next generation of services as well as build the team and processes required to drive successful outcomes for our customers.  If you are passionate about developing people as well as working cross-functionally to deliver value to customers, this could be the role for you!

Essential Responsibilities

About the Role

In this role, you will:

  • Collaborate with Customer Success Management and other internal stakeholders to drive customer success and provide long-term value for our customer base

  • Grow and evolve the portfolio of offerings for Technical Account Management

  • Create and implement a business plan to scale the team to ensure proper customer, geographic and product coverage

  • Evolve key processes across the teams to scale and drive customer value

  • Manage sales support efforts for the technical customer success service offerings

  • Design and implement career development paths for the Technical Customer Success team

  • Identify strategic opportunities to utilize and deploy key technical resources in order to drive measurable customer impact

  • Define the critical metrics to determine team, business and customer health

  • Partner with Finance to manage to targeted financial outcomes

The skills you’ll bring include:

  • 12+ years leading customer-facing technical teams with a track record of customer success

  • 5+ years working in product support or product consulting leadership

  • Strong leadership and communication skills

  • Dedicated cross-functional orientation and ability to build relationships with other leaders and teams

  • Experience managing remote teams

  • SaaS experience (preferred)

  • Security industry experience is a plus



 

We know that the best ideas and solutions come from multi-dimensional teams. Teams reflecting a variety of backgrounds and professional experiences. If you are excited about this role and feel your experience can make an impact, please don’t be shy - apply today.

About Rapid7


Rapid7 (NASDAQ: RPD) helps organizations across the globe protect what matters most so innovation can thrive in an increasingly connected world. Our comprehensive technology, services, and community-focused research simplify the complex for security teams, helping them reduce vulnerabilities, monitor for malicious behavior, be in 10 places at once, and shut down attacks. We’re on a mission to make security solutions easier to use and access so we can bring safety and resilience to more people.

With more than 10,000 customers across 140+ countries, Rapid7 is a leader in cybersecurity that has earned numerous industry accolades and recognition for our technology and culture.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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