Customer Success Manager

About Rapid4Cloud:

Rapid4Cloud is a disruptive technology, challenging the way Oracle customers and partners implement their solutions.

Designed for both new and existing users of Oracle Cloud Applications, Rapid4Cloud is a SaaS solution that saves time and improves data quality whilst freeing up human resources to focus on high value-add activities. Based on Artificial Intelligence and Robotic Process Automation technologies, Rapid4Cloud is a software suite designed to automate and accelerate the many repetitive manual processes involved in implementing and maintaining Oracle Cloud Applications. This makes the Rapid4Cloud a key component in maximising the benefits a customer gains from the Oracle Cloud.

Using these technologies to implement enterprise systems is new, radical, and very soon will become the only way this is done.  The benefits to the customer are immense and it is a genuine pleasure to work with products and projects where the difference you make is so tangible and immediate.

Every industrial revolution has been fuelled by automation, and Rapid4Cloud is simply today’s generation of this.

Role overview:

Rapid4Cloud is experiencing extremely high growth, and this will continue as we invest more in sales, marketing and product development.  The board has an ambitious vision for the business and investment plans to reflect this.

The Customer Success Manager (CSM) role is a new one in Rapid4Cloud, and a natural next step in our evolution due to the large number of new customers we are now working with.

Reporting to the VP Sales, the CSM will primarily be responsible for customer satisfaction and subscription renewals.

Job Description

Drive maximum adoption of Rapid’s solutions and identify/drive product expansion opportunities by developing high value relationships with our clients and building loyalty.

Develop long-term partnerships with our clients to ensure they remain successful by realising the full value of their investment with Rapid4Cloud.

Maintain a high level of client satisfaction by being a liaison between our customers and Rapid’s internal operations.  Provide input into the Customer Success methodology and direction.

Contribute to product development process by providing customer feedback and experience.

You will be a leading contributor individually and as a team member, providing direction and mentoring to others.  The work is non-routine and complex, involving the application of advanced technical/business skills. Recommended 7 to 10 years of IT Industry experience. Demonstrated experience in implementation or client-facing relationship/support experience is essential. An understanding of various technical architectures and operating systems is highly desirable.

Responsibilities

The Rapid Principal Customer Success Manager position is a high visibility individual contributor role whose core competencies include excellent communication skills, experience in program governance, IT and Roadmap sessions, and strong customer relationship management skills. The CSM has the ability to identify solution design and configuration best practices and to align a customer’s business strategy and objectives with an enabling Rapid based solution.

Rapid’s Customer Success mission is to drive successful engagements through the proactive management of all facets of the customer’s lifecycle from onboarding to renewal. This is an exciting opportunity to participate in and help shape our customers’ journey, and to represent a product which rapidly builds a very loyal following with our customers and users.

Engaging with the customer and their partner implementation teams will be a critical component of this role so effective communication up to C-level, and negotiation skills, are critically important.

Preferred Qualifications include:

• Oracle Cloud ERP or HCM functional or technical knowledge
• Familiarity with Rapid products [or the ability to learn quickly]
• 5+ years implementing and/or managing and/or supporting ERP/HCM SaaS applications
• Proven experience in SaaS implementations, focused on reviewing project plans, governance structure, team composition and other project related artifacts to assess risk and provide best practice guidance
• Strong executive communication skills and presence
• Strong negotiating skills
• Bachelor’s degree in Business or other related degree and/or equivalent years of experience

Some domestic and international travel may be needed as required.

A competitive salary and benefits package will be offered.

Reporting to: VP Consulting

Direct reports: None

N.B. The above does not represent an exhaustive list of responsibilities and tasks but indicates the main responsibilities required from employees in the role. The Company reserves the right to require employees to perform other duties from time to time.