Box
New York, NY
Hybrid

Critical Accounts Program Director

Sorry, this job was removed at 11:28 a.m. (EST) on Wednesday, August 22, 2018
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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
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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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