Tim Monaco
About Tim Monaco
Tim Monaco serves as the Director of Customer Success Programs at Trellix, where he has worked since 2024. He has extensive experience in customer success and technical program management, having held various roles at Rapid7 and other organizations over the past decade.
Work at Trellix
Tim Monaco currently serves as the Director of Customer Success Programs at Trellix, a position he has held since 2024. In this role, he focuses on enhancing customer engagement and success through the development of strategic programs. His responsibilities include operationalizing a Customer Success outbound client engagement model and administering a ChurnZero deployment to improve user adoption for 150 users.
Previous Experience at Rapid7
Prior to joining Trellix, Tim Monaco worked at Rapid7 for a total of five years in various capacities. He served as Senior Manager of Technical Programs in Customer and Services Operations from 2018 to 2023. Earlier, he held roles as a Technical Program Manager for Professional Services from 2015 to 2018, and as a PM/Ops Coordinator for Professional Services from 2013 to 2015. He also worked as a Technical Support Engineer and a Security Consultant during his tenure at the company.
Education and Expertise
Tim Monaco studied at Springfield Technical Community College, where he focused on Network and System Administration from 2009 to 2011. He also obtained a Bachelor's Degree in Computer and Information Systems from Springfield College, completing his studies from 2007 to 2011. His educational background supports his expertise in customer success and technical program management.
Background in Technical Support and Operations
Tim Monaco began his career in technical support as a Support Technician at Springfield College from 2010 to 2011. He later transitioned to Rapid7, where he gained experience in technical support and operations. His roles included Technical Support Engineer and Security Consultant, which provided him with a strong foundation in customer service and technical operations.
Contributions to Customer Success Initiatives
In his current role and previous positions, Tim Monaco has contributed to various customer success initiatives. He developed a dynamic Customer Health score to implement actionable insights based on scoring changes. Additionally, he integrated ChurnZero with Qualtrics to support Customer Success and CSAT/PSAT/NPS initiatives, demonstrating his commitment to enhancing customer experience.