Senior Customer Success Manager, 12 Month Fixed Term Contract

This role, 12 month FTC, maternity cover contract, 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

• Ensure that a plan is in place with each customer for deployment, change management and adoption programs

• Increase customer retention 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

• Travel up to 40%

 

WHO YOU ARE:

• 4+ years prior Customer Success or Account Management experience

• Experience in SaaS preferred

• Strong communication skills in both German & English along with strong technical aptitude

• Familiarity with 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

 

Head-over-heels about this role — but not sure you meet all the requirements? Apply anyway! Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Box, we take a big-picture approach to hiring that fosters authenticity, diversity, and inclusion. If you're passionate about this opportunity, chances are, you shine pretty bright.

Box lives its values, with community and in-person collaboration being a core part of our culture. Boxers are expected to work from their assigned office a minimum of 2 days per week, with a focus on Tuesdays and Thursdays. Your Recruiter will share more about how we work and company culture during the hiring process.

 

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.

 

For details on how we protect your information when you apply, please see our Personnel Privacy Notice.

 

#LI-EMEA

 

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Last updated on Aug 6, 2024