Box is hiring a

GTM Operations Customer Success Analyst

Redwood City, United States
The GTM Operations Customer Success Analyst will play a pivotal role in shaping our rapidly growing customer success team. We are looking for an experienced and hardworking candidate with exceptional analytic, communication, and project management skills. This role will partner with Customer Success, Sales and GTM Operations to develop and drive the strategic vision of Box’s sales organization.
 
This individual will provide the systems, processes, and execution to enable Box's industry-leading customer success team (Box Consulting, User Services, Customer Success Management / Customer Advisory) to scale rapidly.
 
Responsibilities
  • Manage key systems and processes
    • Dynamic and automated account routing (i.e., accounts that enter CA and those that exist CA)
    • Develop a scalable management of CS account portfolios to drive fair and equitable portfolios for our CSM team and customers
    • Build platform for cross-functional teamwork and how we can incorporate CS to other parts of the business (sales, marketing, channel etc.)
  • Serve as a key resource for operational forecasting and reporting
    • Drive churn forecasting with the CS management teams to provide eStaff with visibility into churn risk for Box
      • Collaborate with CSM leadership and renewals leadership teams to drive alignment on churn forecasting
      • Support future needs on forecasting methodology and workflows involved in forecasting future churn
      • Incorporate CS forecasting into GTM forecasting with sales
    • Serve as day-to-day contact for business metrics reporting supporting leadership and eStaff
    • Pull data, compile and provide insights for CSM leadership and sales leadership
    • Support CSM ops review and QBRs
    • CSM performance reporting to determine CSM incentives

Qualifications 

  • BA/BS degree in business or related field
  • 2+ years experience in the operations or professional services industry
  • Strong analytical skills and strong collaborative skills with peers and leadership
  • Ability to analyze and solve problems, perform complex tasks and prioritize multiple projects/tasks
  • Strong interpersonal skills and ability to work effectively with a wide range of individuals in a high growth company
  • Ability to understand and learn new technologies
  • Self-motivated team player
  • Proficient to Advanced in MS Excel and Salesforce
 
 
 
 
 
 
 
 
 
 

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