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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)
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