Rapid7 Customer Success Operations Analyst 

United States, Massachusetts, Boston 

806088290

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.