Box Incorporated - Boston, MA

posted 4 months ago

Full-time - Mid Level
Boston, MA
Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Enterprise Customer Success Manager at Box is responsible for ensuring the success and satisfaction of both new and existing enterprise customers. This role involves onboarding customers, driving product adoption, and maintaining strong relationships to enhance customer retention. The manager will act as the voice of the customer within Box, collaborating with various teams to address customer needs and improve service delivery.

Responsibilities

  • 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

Requirements

  • Bachelors degree required
  • 4+ years prior Customer Success or Account Management experience
  • 3+ years in SaaS environment
  • Strong communication skills and 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

Nice-to-haves

  • Experience in a fast-paced technology environment
  • Knowledge of enterprise content management solutions

Benefits

  • Equity and benefits
  • Healthcare benefits
  • Flexible work hours
  • Diversity and inclusion programs
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