Portfolio Manager - Customer Success
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.