Enterprise Customer Success Manager (Federal)
WHAT IS BOX?
Box is the market leader for Cloud Content Management. Our mission is to power how the world works together. Box is partnering with enterprise organizations to accelerate their digital transformation by creating a single platform for secure content management, collaboration and workflow. We have an amazing opportunity to further establish ourselves as leaders in the space, and we need strong advocates to help us achieve that goal.
By joining Box, you will have the unique opportunity to help capture a majority of this developing market and define what content management looks like for the digital enterprise. Today, Box powers over 97,000 businesses, including 70% of the Fortune 500 who trust Box to manage their content in the cloud.
WHY BOX NEEDS YOU?
This role works with new and existing business and enterprise customers to ensure that they are supremely successful with and delighted by Box. You will be responsible for effectively onboarding these accounts onto our services, spur usage in the early stages and ongoing, and build high customer satisfaction. You will work with your accounts actively to 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 then communicating those solutions to the users.
WHAT YOU'LL DO
Manage all post-sales activity for Box’s top enterprise 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
Develop joint success plans with customers to ensure there is a plan is in place to drive adoption and high value use cases within the organization through change management
Increase customer adoption by conducting regular check-in calls for tactical items, and performing strategic business reviews for alignment of objectives and outcomes
Track accounts to identify churn risk and work actively to eliminate that risk
Partner with Sales and Professional Services to develop a plan for making Box a part of each customer’s core architecture
Work closely with Product, Engineering and Customer Support on identification and tracking of product improvement requests, troubleshooting and bugs
Function as the customer advocate and provide internal feedback on how Box can better serve our enterprise customers
WHO YOU ARE
Bachelors degree required
4+ years prior account management experience, preferrably in SaaS environment
Experience working for or with Public Sector organizations (Federal Government agencies, government contractors, SLED etc)
Strong communication skills and technical aptitude
Familiarity with Gainsight, Salesforce, Zendesk, and other Software-as-a-Service is a plus
Proactive 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 self-starter who takes the initiative to get things done
EQUAL OPPORTUNITY
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, and any other protected ground of discrimination under applicable human rights legislation. Box strives to respect the dignity and independence of people with disabilities and is committed to giving them the same opportunity to succeed as all other employees. Accommodations are available throughout the application process and an employee’s employment at Box.
HEALTH AND SAFETY
To promote the health and safety of all Boxers and our communities, in order to "Go to Work" at Box in the U.S., you must be Fully Vaccinated and “up to date” as defined by the CDC or have an approved accommodation. "Go(ing) to Work" at Box is defined as visiting a Box office, facility, or co-working site, visiting or meeting in person with fellow Boxers, Box clients and/or customers, vendors, or partners, engaging in business travel, and or participating in any Box-sponsored and/or related activity where others are present. If you are fully remote and do not "Go to Work,” the vaccination requirement is not applicable. "Fully Vaccinated" means that an individual is at least two weeks past their final dose of an authorized COVID-19 vaccine regimen. If you are unable to get a vaccine due to a medical condition, a sincerely-held religious belief or another legally recognized reason, Box will consider requests for an accommodation.
For details on how we protect your information when you apply, please see our Personnel Privacy Notice.
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