Project Manager, Customer Success Onboarding

As Project Manager, Customer Success Onboarding you’ll act as the quarterback in guiding our customers through their onboarding journey. Rapid7 is a hybrid work environment. The expectation is 3 days in-office, 2 days remote. We are looking for adjusted workings Monday through Thursday (11AM-7PM) with standard 9-5 on Fridays. 

About the Team

Rapid7’s Onboarding Success Management team is composed of a customer centric, detail oriented team, who partner with our customers and internal stakeholders to facilitate their onboarding journey. Often our customer first post sale touch-point, we want to ensure we provide a positive, effective, and efficient experience and ensure the value of our product and services offerings are quickly realized. 

About the Role

In this role, you will:

• Manage a sizable portfolio of higher tier clients and complex projects. 

• Act as a clients’ project point-of-contact to ensure a smooth transition from pre-sales through delivery and project/onboarding closeout 

• Manage engagement fulfillment to align with timeline, budget and resource requirements 

• Manage resources to the appropriate mix of billable project or directed, objective-based activity 

• Engage cross-functionally to drive a first class and smooth project delivery experience for the client

• Provide project leadership, as needed, for internal and subcontractor technical resources to ensure consistency of project delivery methodology 

• Track customer satisfaction and initiate post-project introspection to drive continuous improvement efforts 

• Work to support and continuously improve the project automation modules within our CRM 

• Hold Customer Success Onboarding  peers and team members accountable to methodology and PSO best practices 

• Actively participate in execution of Customer Success Onboarding team and personal quarterly goals 

• Contribute new ideas and/or process improvements to improve Customer Success Onboarding efficiency and customer experience

• Assist to support and drive internal initiatives across the Customer Success Onboarding  Team and cross-functionally across the organization

The skills you’ll bring include:

• 2-5 years of experience in a project management or operational role 

• Proven ability to manage high volume of activity effectively in a matrix resource environment – you get stuff done 

• You like to look at things from a lot of different angles and come up with great solutions – never settling for “the path of less resistance” 

• You consider Excel and PowerPoint old friends, not enemies 

• Experience with CRM Systems (Salesforce, FinancialForce, NetSuite, a plus but not required) 

• Fundamental understanding of project management methodology 

• Strong communication skills and team-driven focus is essential as this team member will be expected to act independently, as well as collaboratively, with customers, peers, partners, and managers to ensure customer satisfaction and team goal achievement 

• Bachelor's degree or equivalent experience

Nice to have, but not required:

• Knowledge and/or interest in understanding of technical concepts

• Experience in Information Security 

• Knowledge of and an appreciation for Rapid7 solutions and products

• Knowledge and/or interest in understanding of technical concepts

• Knowledge of and an appreciation for Rapid7 solutions and products

• Experience working in a services organization within a software company 

• Project Management Professional (PMP) and / or ongoing affiliation with the Project Management Institute (PMI) 

We know that the best ideas and solutions come from multi-dimensional teams. That’s because these teams reflect 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

At Rapid7, we are on a mission to create a secure digital world for our customers, our industry, and our communities. We do this by embracing tenacity, passion, and collaboration to challenge what’s possible and drive extraordinary impact.

Here, we’re building a dynamic workplace where everyone can have the career experience of a lifetime. We challenge ourselves to grow to our full potential. We learn from our missteps and celebrate our victories. We come to work every day to push boundaries in cybersecurity and keep our 10,000 global customers ahead of whatever’s next.

Join us and bring your unique experiences and perspectives to tackle some of the world’s biggest security challenges.

#LI-NR1