Scaled Customer Success Manager

WHAT IS BOX?

Box (NYSE:BOX) is the leader in Intelligent Content Management. Our platform enables organizations to fuel collaboration, manage the entire content lifecycle, secure critical content, and transform business workflows with enterprise AI. We help companies thrive in the new AI-first era of business. Founded in 2005, Box simplifies work for leading global organizations, including AstraZeneca, JLL, Morgan Stanley, and Nationwide.Box is headquartered in Redwood City, CA, with offices across the United States, Europe, and Asia.

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.

WHY BOX NEEDS YOU:

We are looking for a Scaled Customer Success Manager, German Speaker who understands the value of nurturing customer relationships, at scale. You will be responsible for engaging with customers post-sale, driving user adoption and business value to help support high retention. 

Our Scaled team needs ambitious, highly productive individuals to provide us with onboarding and adoption best practices and help drive business value for our ever-growing customer base. This customer-facing 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 fresh eyes and customer-centric people who can help us continue to build an outstanding Scaled Customer Success program.

You will work with a large portfolio of customers to proactively onboard customers and drive adoption, as well as act as the voice of your customers internally at Box. Creative, curious, upbeat and self-driven, you understand the customer and their use cases and know how to be a trusted partner so companies 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 educating customers on how it can benefit them. 

WHAT YOU'LL DO:

• Manage post-sales activity for hundreds of Box’s Scaled customers through touch points that require product knowledge, prioritization, project management and the ability to quickly build rapport

• Maintain a deep understanding of the product and make recommendations on how customers can use it to accelerate their own business objectives

• Demonstrate both high-touch and one-to-many tactics with customers to drive positive outcomes and articulate value realized for their businesses

• Develop, test, and iterate on scaled playbooks and engagement strategies

• Analyze customer data to build and execute engagement strategies within your customer portfolio

• Proactively identify and flag churn risk and work actively with broader account team to mitigate

• Partner with Marketing, Sales and Box Consulting to provide effective customer engagements

• Function as the voice of the customer, identifying customer trends and providing internal feedback on how Box can better serve our customers

WHO ARE YOU:

• Fluent German speaker 

• Some experience supporting customers in customer success / account management / customer marketing at scale

• Significant level of comfort interacting with a high volume of customers, over a variety of mediums (phone, email, webinars). Strong writing skills and marketing experience would be a plus

• Self-starter who has fresh ideas when it comes to growing customer engagement

• Great prioritization skills and ability to execute on customer-facing activities

• Ability to make changes on the fly and continuously improve our processes

• Familiarity with Salesforce

• Team player and customer advocate motivated by helping others succeed

• Highly data-driven and intrigued by the challenge of delivering a customized yet repeatable experience to hundreds of customers

• You're a go-getter who thrives in a fast-paced environment, embraces change and takes the initiative to get things done

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.

BENEFITS

Box Benefits package includes pension, medical and dental coverage. We have a robust wellness program including 25 days of vacation (plus your birthday off!) and subsidized gym membership. There is such a thing as a free lunch - we offer it this daily along with lots of snacks and drinks. EMEA HQ office is located in the impressive White Collar Factory on Old Street; https://www.derwentlondon.com/properties/white-collar-factory

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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