Customer Success Manager (Austin, TX)
Dear Texas, We at Box have been long time admirers of your style, culture, and energy, which is why we are so excited to announce that we're going to be neighbors! Box is opening shop in Austin, and while we are sending some of our Silicon Valley Boxers to get things started, we want local talent (including those in Dallas, Houston, and surrounding areas) to join the Box family. Love, Box --- 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 Customer Success Manager who understands the value of nurturing customer relationships. You will ultimately be responsible for engaging with customers post-sales, driving user adoption and satisfaction and ensuring high retention. Overview: In this full-time role you will work with new and existing business and enterprise customers to ensure that they are supremely successful with and delighted by Box. It is your responsibility to effectively onboard these accounts onto our services, spur usage in the early stages and ongoing, and build high customer satisfaction. You will work with your accounts proactively to 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 stay and 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 then communicating that product to the users. If you love working with customers and have thrived in a role like this before, then we want to talk to you.
Responsibilities
- Manage all post-sales activity for Box’s top business and enterprise customers through strong relationship-building, product knowledge, planning and execution
- Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs
- Ensure that a plan is in place with each customer for deployment, change management and adoption programs
- Increase customer retention by conducting regular check-in calls for tactical items, and perform quarterly health checks for strategic reviews
- Track accounts to identify churn risk and work proactively to eliminate that risk
- Partner with Sales and Professional Services to develop a plan for making Box a part of each customer’s core architecture
- Work closely with Product and Engineering on identification and tracking of enhancement requests and bugs
- Function as the voice of the customer and provide internal feedback on how Box can better serve our business and enterprise customers
Qualifications
- 4 year degree required
- 2-5 years prior account management experience
- Strong communication skills and technical aptitude
- Familiarity with Salesforce, Zendesk, and other Software-as-a-Service is a plus
- Self-motivated team player who has fresh ideas when it comes to user adoption and churn mitigation
- Enjoys working closely with customers to ensure complete satisfaction
- A real go-getter who takes the initiative to get things done
About Box: Box provides a secure way to share content and improve collaboration on any device. Desktop, tablet or mobile. From huge corporations to mom and pop stores, Box believes technology should never limit anything you do. Businesses of any size can be more productive, inventive and powerful on Box. The company is well funded by top VC firms like Andreessen Horowitz, Draper Fisher Jurvetson and U.S. Venture Partners. Box is proud to be on Forbes’ list of America’s Most Promising Companies, is used in 240,000 businesses - including 99% of the Fortune 500 – and is the go-to product of 27 million people.
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