Customer Success Manager

5 months ago

Sydney, Australia Box Full time

**WHAT IS BOX?**

Box is the world’s leading Content Cloud. We are trusted by more than 115K organizations around the world today, including nearly 70% of the Fortune 500 and leaders across deeply regulated industries (such as AstraZeneca, JLL, and Nationwide), to protect their data, fuel collaboration, and power critical workflows with secure, enterprise AI.

By joining Box, you will have the unique opportunity to continue driving our platform forward. Content powers how we work. It’s the billions of files and information flowing across teams, departments, and key business processes every single day: contracts, invoices, employee records, financials, product specs, marketing assets, and more. Our mission is to bring intelligence to the world of content management and empower our customers to completely transform workflows across their organizations. With the combination of AI and enterprise content, the opportunity has never been greater to transform how the world works together and at Box you will be on the front lines of this massive shift.

Founded in 2005, Box is headquartered in Redwood City, CA, and we have offices across the United States, Europe, and Asia.

**WHY BOX NEEDS YOU**:
We are looking for a Customer Success Manager who understands the value of nurturing customer relationships. You will work with our largest new, and existing, customers across Australia, New Zealand, and the Asia Pacific. You will be responsible for ensuring your customers are realising real business value through the use of Box.

Our growing team needs ambitious, highly productive individuals to provide us with strategic adoption and optimisation best practices, and help drive value for our ever-growing customer base. Our team is innovative and agile - we’re quick to experiment and live up to the Box values "Take risks. Fail fast" while we “Blow our Customer’s Minds.” We need someone who is customer-centric, with a growth mindset, who can help us continue to build an outstanding regional Customer Success program.

You will work with a portfolio of customers to proactively launch and drive the adoption of Box, as well as act as the voice of your customers internally. Creative and self-driven - you are quick to understand the customer, and their use cases, to become a trusted partner so they can continue to grow with Box. You can manage numerous customers at different stages of the customer lifecycle with ease, and leverage data to build programmatic approaches to your engagement. You also love understanding a product in-depth, and can confidently leverage this knowledge to translate a customer’s business needs into personalised consultation.

**WHAT YOU'LL DO**:

- Manage post-sales activity for our customers through rapid rapport-building, product knowledge, project management, planning and execution.
- Engage regularly with both ITDMs and BDMs across a wide range of industry verticals
- Maintain a deep understanding of the product, and make recommendations on how customers can use it to accelerate their own business objectives.
- Demonstrate tactics with customers to drive positive deployment and adoption outcomes, and use these to articulate value realised for their businesses.
- Keep to a strong rhythm of business for Joint Success Planning, and logging customer objectives, activities, and outcomes.
- Proactively identify and log churn risk, and work actively with the broader account team to mitigate.
- Analyse customer data to build and execute engagement strategies within your customer portfolio.
- Function as the voice of the customer, identifying trends and providing internal feedback on how Box can better serve.
- Partner with Sales, Marketing and Box Consulting to provide effective customer engagements.

**WHO YOU ARE**
- 3+ years experience supporting customers in success / account management, or similar.
- Bachelor's degree equivalent required.
- Experience in SaaS is a plus.
- Strong communication skills and technical aptitude
- Familiarity with Salesforce, Slack, Zendesk, and other Software-as-a-Service is a plus
- Proactive team player who has fresh ideas when it comes to user adoption, churn mitigation and recurring revenue growth
- 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.

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

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