WHAT IS BOX?
Box is the world's leading Content Cloud. We are trusted by more than 115K organizations around the world today, including nearly 70% of the Fortune 500 and leaders across deeply regulated industries (such as AstraZeneca, JLL, and Nationwide), to protect their data, fuel collaboration, and power critical workflows with secure, enterprise AI.
By joining Box, you will have the unique opportunity to continue driving our platform forward. Content powers how we work. It's the billions of files and information flowing across teams, departments, and key business processes every single day: contracts, invoices, employee records, financials, product specs, marketing assets, and more. Our mission is to bring intelligence to the world of content management and empower our customers to completely transform workflows across their organizations. With the combination of AI and enterprise content, the opportunity has never been greater to transform how the world works together and at Box you will be on the front lines of this massive shift.
Founded in 2005, Box is headquartered in Redwood City, CA, and we have offices across the United States, Europe, and Asia.
WHY BOX NEEDS YOU:
We are looking for a Customer Success Manager who understands the value of nurturing customer relationships, at scale. You will work with new and existing customers across Australia, New Zealand, and the Asia Pacific, and be responsible for ensuring they are realising real business value through the use of Box.
Our growing team needs ambitious, highly productive individuals to provide us with scalable adoption and optimisation best practices, and help drive value for our ever-growing customer base. Our 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 someone who is customer-centric, with a growth mindset, who can help us continue to build an outstanding regional Customer Success program.
You will work with a portfolio of customers to proactively launch and drive the adoption of Box, as well as act as the voice of your customers internally. Creative and self-driven - you are quick to understand the customer, and their use cases, to become a trusted partner so they can continue to grow with Box. You can manage numerous customers at different stages of the customer lifecycle with ease, and leverage data to build programmatic, scalable approaches to your engagement. You also love understanding a product in-depth, and can confidently leverage this knowledge to translate a customer's business needs into personalised consultation.
WHAT YOU'LL DO:
Manage post-sales activity for our customers through rapid rapport-building, product knowledge, project management, planning and execution.
Maintain a deep understanding of the product, and make recommendations on how customers can use it to accelerate their own business objectives.
Demonstrate one-to-many tactics with customers to drive positive deployment, and adoption program outcomes, and use these to articulate value realised for their businesses.
Keep to a strong rhythm of business for Joint Success Planning, and logging customer objectives, activities, and outcomes.
Proactively identify and log churn risk, and work actively with the broader account team to mitigate.
Analyse customer data to build and execute engagement strategies within your customer portfolio.
Function as the voice of the customer, identifying trends and providing internal feedback on how Box can better serve.
Partner with Sales, Marketing and Box Consulting to provide effective customer engagements.
Develop, test, and iterate on scaled playbooks and engagement strategies.
WHO YOU ARE
Bachelor's degree equivalent required
2-3 years related experience preferred
Experience in SaaS is a plus.
Strong communication skills and technical aptitude
Familiarity with Salesforce, Slack, Zendesk, and other Software-as-a-Service is a plus
Proactive team player who has fresh ideas when it comes to user adoption, churn mitigation and recurring revenue growth
Enjoys working closely with customers to ensure complete satisfaction
A self-starter who takes the initiative to get things done
Head-over-heels about this role — but not sure you meet all the requirements? Apply anyway! Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Box, we take a big-picture approach to hiring that fosters authenticity, diversity, and inclusion. If you're passionate about this opportunity, chances are, you shine pretty bright.
EQUAL OPPORTUNITY
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, and any other protected ground of discrimination under applicable human rights legislation. Box strives to respect the dignity and independence of people with disabilities and is committed to giving them the same opportunity to succeed as all other employees. Inclusiveness is core to our culture at Box, and we strive to ensure you get the most from your interview experience. Box makes reasonable accommodations for applicants with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, please complete this form Reasonable accommodations may include scheduling adjustments, document dictation and beyond.
For details on how we protect your information when you apply, please see our Personnel Privacy Notice.
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