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Lead Business Operations Analyst



IT, Operations
United States · Boston, MA, USA
Posted on Friday, March 8, 2024

The Opportunity

Rapid7 is looking for an exceptional individual to join us as Lead Analyst, Customer Success Operations. Reporting to the Director, Customer Success Operations, a successful candidate will be a growth-minded, analytical and innovative individual that has a demonstrated track record of supporting systems, processes, and analytic needs of rapidly scaling teams.

As a Lead Analyst on the Customer Success Operations team, your goal is to innovate, build and scale our health, engagement and value realization practice. This includes helping evolve our processes and developing metrics across our various customer segments that indicate health across several factors. Successful candidates will have a strong attention to detail, strong business acumen, and the ability to drive from analysis to action in support of our customer facing teams and with a goal of improving retention. You have the ability to minimize friction in our processes, identify areas of opportunity, and develop and launch highly impactful solutions with the support and commitment of your core stakeholders. You must have a sense of urgency, the ability to manage multiple projects and priorities, and strong communication skills. Strong candidates will have experience managing and developing teams of operations professionals across project management, processes improvement, and analytics.

If you’re passionate, want to be part of a fast-paced and rapidly growing company and have an interest in cybersecurity, and are excited about helping guide and influence Rapid7’s growth and Go-to-Customer strategies while making positive impacts on our customers, this may be the opportunity for you.

Essential Responsibilities

  • Provide operational, analytical, and decision-making support to Rapid7’s customer success and health operations leadership teams in the support of our customer health and engagement activities

  • Become an expert on our customer retention and renewal process, applying your expertise to drive improvements in revenue performance

  • Deeply understand the customer lifecycle and customer journeys to support improved touch points, internal handoffs, and better engagement

  • Explore and recommend continuous improvement to our customer segmentation and engagement models

  • Support performance management initiatives to drive improved customer adoption and customer-centric engagement experiences

Job Requirements

  • Track record of analytical and problem solving work, including customer health, engagement and customer lifecycle mapping

  • Strong financial acumen and executive-level communication skills as well as a customer-centric mindset

  • Problem solver, impact-oriented, self-motivated, highly-organized and collaborative individual with a sense of urgency

  • Proven record of managing programs from end-to-end including planning, implementation, delivery, and closeout as well as demonstrated ability to synthesize complex information and documentation in a deadline-driven environment

  • Experience using CRM (Salesforce, HubSpot, etc) tools, CS productivity tools (Gainsight, ChurnZero) as well as BI tools (PowerBI, Tableau, Looker, etc)

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.