WHAT IS BOX?
Box is the market leader for Cloud Content Management. Our mission is to power how the world works together. Box is partnering with enterprise organizations to accelerate their digital transformation by creating a single platform for secure content management, collaboration and workflow. We have an amazing opportunity to further establish ourselves as leaders in the space, and we need strong advocates to help us achieve that goal.
By joining Box, you will have the unique opportunity to help capture a majority of this developing market and define what content management looks like for the digital enterprise. Today, Box powers 100,000+ businesses, including many top Fortune 500 companies who trust our secure collaboration platform to manage the entire content lifecycle.
WHY BOX NEEDS YOU:
We are looking for a Scaled Customer Success Manager who understands the value of nurturing customer relationships, at scale. You will be responsible for engaging with customers post-sale, driving user adoption and business value to help support high retention.
Our Scaled team needs ambitious, highly productive individuals to provide us with onboarding and adoption best practices and help drive business value for our ever-growing customer base. This customer-facing team is innovative and agile – we’re quick to experiment and live up to the Box values "Take risks. Fail fast" while we “Blow our Customer’s Minds.” We need fresh eyes and customer-centric people who can help us continue to build an outstanding Scaled Customer Success program.
You will work with a large portfolio of customers to proactively onboard customers and drive adoption, as well as act as the voice of your customers internally at Box. Creative, curious, upbeat and self-driven, you understand the customer and their use cases and know how to be a trusted partner so companies grow with Box. You can manage numerous customers at different stages of the customer lifecycle with ease. You also love understanding a product in-depth and educating customers on how it can benefit them.
WHAT YOU'LL DO:
Manage post-sales activity for hundreds of Box’s Scaled customers through touch points that require product knowledge, prioritization, project management and the ability to quickly build rapport
Maintain a deep understanding of the product and make recommendations on how customers can use it to accelerate their own business objectives
Demonstrate both high-touch and one-to-many tactics with customers to drive positive outcomes and articulate value realized for their businesses
Develop, test, and iterate on scaled playbooks and engagement strategies
Analyze customer data to build and execute engagement strategies within your customer portfolio
Proactively identify and flag churn risk and work actively with broader account team to mitigate
Partner with Marketing, Sales and Box Consulting to provide effective customer engagements
Function as the voice of the customer, identifying customer trends and providing internal feedback on how Box can better serve our customers
WHO ARE YOU:
Degree required
3+ years experience supporting customers in customer success / account management / customer marketing at scale
Significant level of comfort interacting with a high volume of customers, over a variety of mediums (phone, email, webinars). Strong writing skills and marketing experience would be a plus
Self-starter who has fresh ideas when it comes to growing customer engagement
You know how to listen to the customer and translate their business needs into a personalized consultation
Great prioritization skills and ability to execute on customer-facing activities
Ability to make changes on the fly and continuously improve our processes
Familiarity with Salesforce
Team player and customer advocate motivated by helping others succeed
Highly data-driven and intrigued by the challenge of delivering a customized yet repeatable experience to hundreds of customers
You're a go-getter who thrives in a fast-paced environment, embraces change and takes the initiative to get things done
Box is committed to fair and equitable compensation practices. Actual base salary (or OTE if commissionable role) is dependent upon factors such as: knowledge, skill level, experience, and work location. This role is also eligible for equity and benefits. For more information on benefits , check out our healthcare benefits and additional Box Benefits + Perks .
In accordance with OFCCP compliance, here is the Pay Transparency Provision . United States Pay Range $77,500 — $97,000 USD
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