Box is hiring a

Scaled Customer Success Manager - Austin

Austin, United States
Why is it easier to share content on YouTube and Facebook than it is at work? At Box we’re rethinking – and disrupting – how businesses share, manage and access documents, media and other information with Cloud Content Management.
 
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-sales, driving user adoption and satisfaction to help support high retention.  
 
Overview:
Our Scaled team needs energetic, highly productive individuals to provide us with adoption and optimization best practices and help drive business value for our ever-growing customer base.  This customer-facing team has developed a reputation for innovation and agility - quick to experiment and live up to the Box value "Take risks. Fail fast." We need fresh eyes and customer-centric Success Managers who can help us continue to build a best-in-class scaled Customer Success program.
 
You will work with a large portfolio of customers to proactively launch and drive adoption, as well as act as the voice of your customers internally at Box. Creative, energetic 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
 
RESPONSIBILITIES
    • Manage all strategic post-sales activity for Box’s Scaled customers through touch points that require product knowledge, planning, 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 
    • Leverage 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 create and execute engagement strategies within your customer portfolio
    • Proactively identify and flag churn risk and work proactively with broader account team to mitigate.
    • Partner with 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 YOUR ARE:
    • You are a team player and customer advocate motivated by helping others succeed. 
    • You know how to listen to the customer and translate their business needs into provide a personalized consultation. 
    • You're highly data-driven and intrigued by the challenge of delivering an awesome Box experience to tens of thousands of customers. 
    • You're a go-getter who thrives in a fast-paced environment, embraces change and takes the initiative to get things done
 
QUALIFICATIONS
    • 4 year degree required
    • 1-2 years related experience preferred
    • Significant level of comfort interacting with a high volume of customers over a variety of mediums (phone, email, webinars)
    • Strong writing skills and email marketing experience would be a plus
    • Self-starter who has fresh ideas when it comes to increasing customer engagement
    • Familiarity with Gainsight and/or Salesforce would be a plus
 
About Box:
Founded in 2005, Box (NYSE:BOX) is transforming the way people and organizations work so they can achieve their greatest ambitions. As the world's leading enterprise software platform for secure content collaboration, Box helps business of all sizes in every industry securely access and manage their critical information in the cloud. Box is headquartered in Redwood City, CA, with offices across the United States, Europe and Asia. To learn more about Box, visit www.box.com.
 

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