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- Tasks: Guide MSSP customers in cybersecurity and help them maximise their investment in Rapid7 solutions.
- Company: Rapid7 is a leading cybersecurity firm dedicated to simplifying security for organisations worldwide.
- Benefits: Enjoy a collaborative culture, opportunities for growth, and the chance to make a real impact.
- Why this job: Empower customers, build relationships, and be part of a mission-driven team in a dynamic industry.
- Qualifications: 3+ years in Customer Success or Technical Support, excellent communication skills, and tech-savvy.
- Other info: Industry certifications are a plus; familiarity with customer success tools is beneficial.
The predicted salary is between 36000 - 60000 £ per year.
As a Rapid7 Customer Success Advisor, you\’ll be the go-to partner for our MSSP customers; guiding them with your cybersecurity expertise and deep knowledge of Rapid7\’s solutions to help them unlock the full value of their investment. You won\’t just support our customers, you\’ll empower them to thrive.
About the Team
The Customer Success team represents the backbone of our relationships with our customer base. This includes ensuring customers successfully deploy, adopt, and maintain Rapid7 solutions year over year. As technology and innovation move forward, vulnerabilities in our digital world continue to evolve and change. 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 the Role
Responsible for overall success and satisfaction, the CSA\’s mission is to create customer advocates in our technical environment. You will play a crucial role in building and maintaining strong relationships with our MSSPs, understanding their unique cyber security goals, creating Success Plans, and providing our MSSPs with the necessary support and guidance to meet their goals and help secure renewals and growth.
Specifically, your focus will be to:
- Develop and maintain strong, long-lasting relationships with key stakeholders, including technical teams, project managers, and C-level executives.
- Orchestrate key touchpoints with customers from weekly status meetings to Executive Business Reviews
- Act as the primary point of contact for customers, addressing inquiries, resolving issues, and proactively identifying opportunities for improvement.
- Demonstrate a deep understanding of the value-drivers of our products and the ability to help customers navigate and optimize their usage
- Provide advice and educational materials to help customers understand and utilize the features and functionalities of the products.
- Be viewed as a trusted advisor with customers. Be the go-to partner for your set of assigned customers.
- Advocate for customer needs and feedback within the organization to drive product enhancements and improvements.
- Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure a unified approach in delivering customer success.
- Identify potential risks and challenges in customer relationships and work proactively to address them before they escalate.
- Monitor customer usage patterns and engagement to identify accounts that may be at risk of churn.
- Establish and track key performance indicators (KPIs) related to customer success, including customer satisfaction scores, product usage/health, retention rates, and upsell opportunities.
The skills and qualities you\’ll bring include:
- 3+ years of Customer Success, Technical Support, or Consulting experience, ideally from a high tech or SaaS company – specifically cyber security – where you developed strategies and plans on assigned accounts to fully leverage technology solutions.
- Excellent written and verbal skills
- Excellent interpersonal and communication skills
- Prior technology deployment and configuration experience
- Strong project management and prioritisation abilities
- Strong understanding of technical concepts and experience advising customers on how to best use and adopt the platform for faster Return on Investment (ROI)
- Problem-solving mentality with the ability to navigate complex situations
- Industry-related certifications i.e. A+, Network+, Sec+, Cloud+, CCSP, etc. are a plus
- Familiarity with customer success platforms and tools is also plus
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, our vision is to create a secure digital world for our customers, our industry, and our communities. We do this by harnessing our collective expertise and passion to challenge what\’s possible and drive extraordinary impact. We\’re building a dynamic and collaborative workplace where new ideas are welcome.
Protecting 11,000+ customers against bad actors and threats means we\’re continuing to push the envelope – just like we\’ve been doing for the past 20 years. If you\’re ready to solve some of the toughest challenges in cybersecurity, we\’re ready to help you take command of your career. Join us.
#-CP1
MSSP Customer Success Advisor employer: Rapid7
Contact Detail:
Rapid7 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land MSSP Customer Success Advisor
✨Tip Number 1
Familiarise yourself with Rapid7's products and services. Understanding their solutions will not only help you in interviews but also demonstrate your genuine interest in the role and the company.
✨Tip Number 2
Network with current or former employees of Rapid7, especially those in customer success roles. They can provide valuable insights into the company culture and expectations, which can be beneficial during your application process.
✨Tip Number 3
Prepare to discuss specific examples from your past experience that showcase your ability to build relationships and resolve customer issues. Highlighting your problem-solving skills will resonate well with the hiring team.
✨Tip Number 4
Stay updated on the latest trends in cybersecurity and customer success strategies. Being knowledgeable about industry developments will position you as a well-informed candidate who can contribute to Rapid7's mission.
We think you need these skills to ace MSSP Customer Success Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success, technical support, or consulting, especially within the cybersecurity or SaaS sectors. Use specific examples that demonstrate your ability to build relationships and drive customer satisfaction.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Discuss how your skills align with the responsibilities outlined in the job description, particularly your experience in developing strategies for technology solutions and your understanding of customer needs.
Showcase Communication Skills: Since excellent written and verbal communication skills are crucial for this role, ensure your application is free from errors and clearly articulates your thoughts. Consider including examples of how you've effectively communicated with stakeholders in previous roles.
Highlight Relevant Certifications: If you have any industry-related certifications such as A+, Network+, Sec+, or Cloud+, be sure to mention them prominently in your application. This will demonstrate your commitment to professional development and your expertise in the field.
How to prepare for a job interview at Rapid7
✨Showcase Your Cybersecurity Knowledge
Make sure to brush up on your cybersecurity concepts and the specific solutions offered by Rapid7. Be prepared to discuss how these solutions can help MSSP customers achieve their goals, as this will demonstrate your expertise and understanding of the role.
✨Prepare for Relationship Building Questions
Since the role involves developing strong relationships with key stakeholders, think of examples from your past experiences where you successfully built rapport with clients or colleagues. Highlight your interpersonal skills and how they contributed to customer success.
✨Understand Customer Success Metrics
Familiarise yourself with key performance indicators (KPIs) related to customer success, such as customer satisfaction scores and retention rates. Be ready to discuss how you have tracked and improved these metrics in previous roles.
✨Demonstrate Problem-Solving Skills
Prepare to share specific examples of challenges you've faced in customer success or technical support roles. Discuss how you approached these problems and the outcomes, showcasing your ability to navigate complex situations effectively.
