Box
New York, NY
Hybrid

Sr. Customer Success Manager (Commercial)

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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 Box’s top Mid-Market customers to ensure 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, ensure Box is delivering tremendous value and positive outcomes for our customers. You will work with your customers to proactively 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 educating customers on how it can benefit them. If you love working with customers and thrive in a fast-paced environment, then we want to talk to you.

 

RESPONSIBILITIES

    • Manage all strategic post-sales activity for Box’s top Mid-Market 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 to drive positive outcomes and generate value for their businesses
    • Increase customer retention by conducting regular check-in calls for tactical items and perform strategic business reviews
    • Monitor accounts to identify churn risk and work proactively with the broader account team to eliminate that risk
    • Partner with Sales and Box Consulting to engage with customer executives and line-of-business stakeholders
    • 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 
    • 4+ 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:

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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What are Box Perks + Benefits

Box Benefits Overview

Not only are we driving success as a cloud content management platform, to having the most talented group of 10x-ing, GSD-ing, fun-loving Boxers, we also provide the BEST benefits and perks!

Whether you're looking for traditional benefits or fun perks - Box has you covered!

* Comprehensive healthcare benefits
* Award-winning mental health, wellbeing and family support programs
* Cutting-edge behavioral health services
* Paid maternity and paternity leave
* Award-winning fertility and family forming benefits
* Equity award and an excellent Employee Stock Purchase Plan (ESPP)
* Generous time off including holidays, 5 fresh air Friday's/Mental Health Monday's, your birthday and 3 days for volunteer time!
* 4 week, 100% paid Sabatical program for Boxers with 7+ years at Box!

Beyond Healthcare
* Career Development
* Employee Resource Communities
* Fun @ Box: Happy hours, interest groups, sporting events, races and more
* Meals & Snacks: daily meal stipends while in the office and stocked micro kitchens to keep you energized
* Commuter Benefits for parking and mass transit
* Gym Membership/wellness reimbursement and incentives: Activity, nutrition & health is a priority!
* Monthly phone bill reimbursement
* Employee Assistance - support and guidance for life challenges

Culture
Volunteer in local community
Over 75% of Boxers engage in social impact --volunteering with a cause they care about. With 3 days of VTO provided to our Boxers, we’ve tracked 6,687 volunteering hours across the company last year
Partners with nonprofits
Through Box.org we've provided over $40M to nonprofits through grants, donations, and product discounts
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Employee-led culture committees
Day off for your birthday
Quarterly engagement surveys
Hybrid work model
Employee awards
Flexible work schedule
Remote work program
As the world continues to evolve, Box believes in a hybrid model of work. Boxers are powering how the world works together, both in office, from home, and/or remotely.
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
During Learnfest, Box offers "Overcoming Bias" training where Boxers will engage in candid peer conversations about biases, how they impact our community at Box, and what we can do to counteract them.
Diversity employee resource groups
Box has 10 Employee Resource Communities (ERCs). ERCs are employee-led affinity communities that play a vital role in supporting a culture where everyone feels a sense of belonging!
Hiring practices that promote diversity
Our hiring process is focused on bringing in a diverse slate of talent. We engage with strategic partners for sourcing, train our hiring managers through recruiting guides and courses to mitigate bias
Diversity recruitment program
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Box offers health care, dependent care and transportation flexible spending accounts. Boxers can set aside pre-tax dollars to pay for health care, child care and transportation expenses.
Disability insurance
Box provides employer paid short- and long-term disability coverage.
Dental insurance
Box offers a PPO dental plan. The plan covers preventative visits at 100%. Coverage toward basic and major services, as well as ortho.
Vision insurance
Box offers VSP vision plan with competitive coverage for exams, glasses, contacts.
Health insurance
Box pays 85% of premiums for all medical plans and 100% for preventative care. Various medical plans to choose from through Collective Health. Box contributes to an HSA.
Life insurance
Box offers an employer paid life insurance policy that amounts to 2x the employee's annual salary.
Wellness programs
Box offers a variety of activity, nutrition, and health challenges throughout the year.
Team workouts
Mental health benefits
Box offers employee assistance programs to provide support and guidance for their employee's during life challenges.
Transgender health care benefits
Financial & Retirement
401(K)
Box offers a 401k Retirement Plan (Roth and Pre-Tax options available).
Company equity
Employee stock purchase plan
Boxers have the opportunity to purchase Box stock at 15% discount and 24-month look-back period
Performance bonus
Pay transparency
Child Care & Parental Leave Benefits
Generous parental leave
Here at Box, we care about the well-being of families. From paid parental leave and fertility and family forming benefits, Box provides an all-inclusive support system for working families.
Family medical leave
Adoption Assistance
Fertility benefits
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
To ensure Boxers can 10x both inside and outside of work, Box offers market-leading flexible time off and holidays (yes, that includes birthdays!) so Boxers can recharge when they need it.
Paid volunteer time
Box is a place where community comes first. Boxers are encouraged to give back with paid Volunteer Time Off (VTO) up to 3 days annually.
Sabbatical
Paid holidays
As well as your birthday!
Paid sick days
Bereavement leave benefits
Company-wide vacation
Office Perks
Commuter benefits
Boxers can set aside pre-tax dollars for parking and mass transit through our pre-tax commuter programs.
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Recreational clubs
Fitness stipend
Box offers $55 per month toward fitness memberships or classes. We also offer discounts at local health clubs and studios.
Mother's room
Professional Development Benefits
Job training & conferences
Box provides numerous training opportunities for all Boxers including LearnFest, our global learning conference
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours
Boxers have the opportunity to attend LearnFest, our global learning conference, where all Boxers have dedicated time to take online and live trainings related to personal and professional development
Customized development tracks
Personal development training

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