Box
Customer Success Manager
To power how the world works together
Sales and customer success
Full-time
Office | Sydney, NSW, Australia
Visa sponsorship · No
Senior · A role for someone with advanced knowledge and skills. May involve mentoring, leading others or specialisation. Typically at least 5 years of experience.
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Why 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 100,000+ businesses, including many top Fortune 500 companies who trust our secure collaboration platform to manage the entire content lifecycle.
About the role
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
What you'll be responsible for
- 💬
Customer Advocacy and Feedback
Advocate for customers by providing feedback to internal teams on how to better meet customer needs
- 👍🏼
Adoption and Success Management
Support customers gain value from the product / service. Including check-ins, training, addressing blockers to adoption, and providing best practice advice
- 🤝
Relationship Building
Maintain trusted relationships with key stakeholders to help them achieve their goals, and grow revenue and usage.
Skills you'll need
- 👥
Collaboration
Works with others by being open, clear in communication and listening to achieve goals
- 🤓
Learning agility
Identifies and applies strategies to enhance reception, retention and use of newly acquired information, skills, and abilities
- 💡
Problem solving
Identifies problems and develops logical solutions that address the problems
Meet the team
Firstly, every day is good fun and you get to work with awesome people! Sales is sometimes seen as an individual game, but at Box it is very much a team sport. Sharing and enjoying in the success of those around you is very much part of the Box DNA - the product itself supports our customers as they collaborate easily, so by its very nature Box is a fantastic collaborative environment. We have some amazing sellers in region to learn and grow from but also such a strong supporting cast of teams as part of our Go To Market function. We have world class Customer Success Managers, Solution Engineers, Renewals Managers, Business Development reps, Marketing and Channel teams, so it's never a case of feeling like you're out on your own.