Critical Accounts Program Director
Purpose
In this full-time role you will work with existing strategic customers that need specific attention for a period of time to ensure they really understand the value of Box and stay.
It is your responsibility to effectively engage with these accounts, leverage any relationship and asset that would help you overcome any obstacle that could prevent these customers from deploying and adopting the product - and this only for a period of time, until they renew.
Creative, energetic, problem solver and self-driven, you understand the customer and their challenges and know how to be a trusted partner so companies stay and grow with Box.
You also love understanding a product in depth and then communicating that product to the users.
If you have a problem solving & challenger mindset and have thrived in a role like this before, then we want to talk to you. You thrive at bring cross-function teams together to help customers be successful.
He/she will report to the VP of CSM/CA.
Responsibilities
- Teach those clients the benefits of Box products and services, detailing our business model and articulating our value proposition
- Alongside the customer and account team, work strategically to develop a “Success Plan” that maps customers’ objectives and results into an actionable success roadmap
- Partner with internal strategic programs teams such as Product Advisory Board and Executive Sponsor Program to cultivate and leverage strong stakeholder relationships at multiple levels of contacts, up to and including C-1
- Determine appropriate and creative tactics to encourage initial interest in Box through PoCs, workshops, demos, webinars, trials etc
- Maintain a deep understanding of the product to be able to guide customers through the most relevant features/functionality and Box offerings, such that Box’s capabilities are mapped to the customers’ business objectives
- Maintain operational excellence and self-governance leveraging Box’s CSM Methodology and using systems such as Gainsight and Salesforce
- Use analytical skills and leverage qualitative & quantitative tools to identify and map customer health metrics - such as product adoption and sophistication, relationship strength, customer satisfaction etc - to better understand our clients’ changing business and technology issues & needs
- Function as the voice of the customer and provide internal feedback on how Box can better serve our business and these enterprise customers
- Learn from best practices in the industry and apply
- Travel up to 40% - typically 1-2 day visits to customers in person to build & sustain the relationship and hold key meetings
Qualifications
- 4 year degree required, advanced degree preferred
- 8+ years of account management experience
- Strong cross-function program management experience
- Consulting background considered a plus
- Proven success in managing and growing a client portfolio, including relationship development, strategic business planning, and senior stakeholder management
- Experience in SaaS or other subscription-based product companies
- Strong technical aptitude
- Familiarity with Salesforce, Gainsight and Zendesk is a plus
- Self-motivated team player who is excited to contribute to and innovate within Box’s Customer Success practice