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Senior Technical Program Manager

| Greater Boston Area

The Rapid7 Managed Service Senior Technical Program Manager and escalation manager role is responsible for driving the success of Rapid7 customer’s managed services security programs while building and maintaining strong customer relationships cross functionally and with customers. Successful candidates will demonstrate a proven ability to manage enterprise customers and communicate effectively across varied levels of technical understanding. You will help ensure a high level of customer satisfaction that drives services, ROI recognition, strong contract renewals, and solution growth opportunities. This position requires a dynamic individual with the capability to manage multiple accounts, ability to establish appropriate success criteria, and drive programs toward success. You will be working with CxOs, developers, and other security experts.

Job Responsibilities:

  • Establish and drive enterprise-wide risk management and awareness for security.

  • Drive successful customer experience during onboarding and deployment phase, preparing the customer and understanding technical requirements to help drive successful deployment

  • Advise customers on how to best utilize Rapid7 solutions within their organization.

  • Serve as customer advocate while capturing feedback and reporting requests to Product Management.

  • Advise customers on deployment and usage plan strategies.

  • Will work closely with Customer Advisors and Engineering resources to ensure proper escalation of any customer issues as needed. 

  • Develop and share best practices with team members to enhance the quality, effectiveness, and efficiency of the support of customers.

  • Collaborate with Sales on account strategies identifying opportunities for account expansions.

Job Requirements:

  • BS/MS in technical degree, or equivalent applicable experience.

  • Excellent soft skills with a team player mentality are a must.

  • Excellent written and oral communication skills with experienced presentation skills.

  • Demonstrated ability and desire to work and excel in a fast-paced growing environment.

  • Consistently practices strong organizational, communication, project management, negotiation, and problem solving skills.

  • Contribute to team operational precision by active design of and participation in team initiatives.

  • Ability to work well across functional groups and influence others to get things done.

  • Must possess an excellent work ethic with a “can-do” attitude.

  • Customer Experience and Escalation management skills

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Location

Rapid7 is conveniently located between the North End and West End of Boston, with plenty of restaurants, bars and public transport close by.

What are Rapid7 Perks + Benefits

Culture
Volunteer in local community
Once a year, Rapid7 offices across the globe close for the day so employees can volunteer.
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Our game room includes Ping Pong.
Stocked Kitchen
Rapid7 has a fully stocked kitchen including unlimited snacks, coffee, tea and all of the flavored sparkling water you can handle.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Promote from within
Time allotted for learning
Online course subscriptions available
Paid industry certifications
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