Box
New York, NY
Hybrid

Portfolio Manager - Customer Success

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Customer Success Portfolio Managers take the traditional CSM role -- add in a little creativity, scale and teamwork -- and 10X it! The ultimate goal of our CSPM Team is to empower customers to get the most value out of Box, surpass their business objectives and become outrageously successful.

 

We're looking for future Boxers that have an entrepreneurial spirit and are interested in helping us build a new approach to working with customers. The ideal candidate has incredible customer-facing skills, a strong analytical mindset and thrives in a rolling-up-your-sleeves environment. If you have this magical combination of skills, then we want to talk with you!

 

IMPORTANT - Please note that the preferred candidate would be able to work from one of the following Box offices:

  • Redwood City, CA (Headquarters)
  • Austin, TX
  • New York, NY

 

Responsibilities

 

  • Own and retain a portfolio of approximately 150 customers valued at $2-4M, working in concert with our Customer Advisory, Sales, and Renewals Teams to deliver stellar customer experiences AND great business results 
  • Leverage data analysis tools to proactively monitor your portfolio for risk and opportunity, while delivering best in class Retention, Adoption, and Customer Satisfaction 
  • Lead regular Customer Business Reviews and use your discovery skill set to understand and align with customers on their strategic business objectives and needs
  • Develop expert knowledge of the Box product and guide customers to the features, tools and use cases that will deliver the most value to their businesses
  • Engage your customer portfolio with creative outreach campaigns that drive excitement and adoption of the Box platform
  • Be the "Voice Of The Customer" and act as the customer liaison to cross-functional teams like Product,Engineering, Marketing and Executive Staff
  • Utilize Gainsight, Salesforce and Box's CSM Methodology to maintain operational excellence in your portfolio of customers

 

 

 Qualifications

  • 4 year degree required
  • 2-4 years working experience in customer-facing roles, preferably with SaaS technology
  • Leader + Teammate: Able to balance being both a leader and reliable team player when it comes to delivering outstanding customer service and satisfaction
  • Customer Empathy: Patient, deeply empathetic and able to quickly build rapport with customers
  • Insightful: Experience using data analysis to drive strategy and action
  • Executor: Thrive in a fast past environment and able to multi-task and prioritize key tasks
  • Strong Communicator: Effective verbal and written communication skills
  • Educator: Can communicate and teach complex topics in a way that is easy to understand
  • Learning Agility: Quick, eager and self-motivated when it comes to learning about our customers, Box and the technology industry! 

 

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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