Technical Program Specialist
Technical Program Specialist
Rapid7 is seeking a Technical Program Specialist to support the Customer Success Organization's growth. At Rapid7, we believe in simplifying the complex through shared visibility, analytics, and automation that unite customer teams around challenges and successes of cybersecurity. Our Customer Success Organization is the backbone of fulfilling that promise.
As a Technical Program Specialist, you'll be the Customer Success Gainsight administrator reporting to the Sr. Technical Program Manager in our Customer Operations Team. In this role, you are responsible for implementing and administering Gainsight and technical project management for various Customer Success programs. The programs consist of a combination of Tech-Touch, Low Touch (1 to Many Programs), High Touch segments of our customer base and the creation of technical workflows and approaches that help Rapid7 fulfill its promise to our customers!
You will be responsible for ongoing development, maintenance, and enablement of Gainsight and ensuring that all team members achieve positive metrics for success, including, but not limited to, improved visibility to risks or opportunities, improving Time-to-Value for our customers, increasing NPS and Customer Satisfaction as well as overall customer retention and expansion.
You will also use your subject expertise and project management skills to craft Rapid7's workflows to drive initial adoption through email automation, create CSAT surveys, and provide support content and best practices with SalesForce.com and Gainsight.
Redefine processes that push the team to work seamlessly across a matrix organization delivering world-class service to customers
You will provide project management, administration of Gainsight implement and maintain customer success programs including structured onboarding, digital marketing content and services on the technical, tactical and strategic capabilities of Rapid7's portfolio
Help create, manage and maintain Reporting and Dashboards within Gainsight for the Customer Success and Customer Operations Team
Implement Customer Success Plan templates, in coordination with Customer Success and Customer Experience team members
Design the end to end workflows in SFDC and Gainsight
Collaborating with other departments including Marketing, Customer Experience, Sales, Sales Operations, IT, Support, and Product to ensure the intended outcomes of each workflow/playbook is maximized
Desired Skills and Experience
Demonstrated ability to execute multiple projects from requirements gathering to finish and meeting project deadlines.
Excellent written, verbal communication and presentation skills
2+ years of Gainsight Administration and implementation of Gainsight or SalesForce or other CRM/CMS
Experience in Salesforce Administration and designing Salesforce workflows is a plus
Prior experience working in a customer on-boarding, training or success organization and partnering with cross-functional stakeholders across the company
Previous experience setting up One to Many programs, Tech Touch, Low Touch using automation tools for the customer journey
Experience with building playbooks and templates with CSM software platforms like Gainsight and Salesforce.com
Experience in customer success in a SaaS technology businesses, especially in high growth organizations
Demonstrated track record of customer success operations, project management, business analyst, problem-solving, business planning and analytical skills
Apply Process Improvement Approach to all Programs
Experience working in a fast-paced hyper growth company.Well-developed and effective team facilitation and leadership skills; able to establish cooperative and accountable team environment