Customer Success Operations Analyst

1 month ago

Boston, Massachusetts, United States Rapid7 Full time

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 Customer Success Operations team as a Customer Success Operations Analyst to help us accelerate our growth and create positive impact to our customers. This key role on the Customer Success Operations Team will be at the center of our customer journey transformation, 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.

The Business Operations Analyst is a key business partner to the Customer Success Operations Manager and VP of Customer Success, empowering the organization with data-driven perspectives, recommendations and insights that move the needle in our results and strategies. This position is a unique blend of business partnering, business modeling & analytics, and management reporting that offers the right candidate a great opportunity to make a direct and immediate impact.

As part of the larger Business Operations team, you will participate in cross-functional projects that support our larger mission of customer outcomes transformation. This can include working on business process improvements, capacity planning and strategy, or implementation of new KPIs to drive customer outcomes. Being at the center of this customer journey transformation is exhilarating, and the growth opportunities are endless.

In this role you will:

  • 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
  • Lead specific projects aimed at driving operational (expansion, retention, leverage, etc.) and/or scale improvement (system upgrades, process improvements, etc.)
  • Provide a voice and point of view to the senior leadership team on key initiatives.

In return you will bring:

  • Bachelor's Degree in Operations, Finance, Economics or Business preferred and a minimum of 2-3 years of related experience in a SaaS Operations environment.
  • Expert knowledge of Excel/Google Sheets as well as the general MS Office and G-Suite tools.
  • Deep understanding of SaaS business, capacity and headcount planning, or SaaS compensation
  • Experience with Netsuite, SalesForce or similar CRM or ERP systems.
  • Experience with Data Visualization tools such as Tableau, PowerBI, etc.
  • Shows history of being highly organized with an emphasis on attention to detail and capable of managing multiple work streams at the same time.
  • Possesses the confidence to implement change and improve on the status quo. Experience in change management practices is a plus.
  • Resilient and resourceful individual that enjoys solving complex problems.
  • Quick learner who is naturally curious and thrives in the face of the unexpected, ambiguity and change.
  • Team-oriented mindset with proven ability to drive impact through influence and collaboration across multiple functions and levels of an organization.
  • Strong interpersonal and communication skills, including establishing credibility and trust with internal customers and building influential relationships with partners in the business.
  • Strong work ethic and customer service mentality.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or any other status protected by applicable national, federal, state or local law.

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