Customer Success Manager (Public Sector)
About The Position
This role works with new and existing Federal 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.
Requirements
- Bachelors degree required or equivalent experience
- 4+ years prior customer success, account management or consulting experience, preferably in SaaS environment
- Strong data mindset - You love Tableau, SFDC reporting & Excel.
- Proactive team player who has fresh ideas when it comes to user adoption, churn mitigation, and account expansion
- Strong communication skills and technical aptitude
- Experience working for or with Federal agencies
Nice To Haves
- Familiarity with Salesforce, Tableau, Zendesk is a plus
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
- Develop joint success plans with customers to ensure there is a plan is in place to drive adoption and high value use cases within the organization through change management
- Track accounts to identify churn risk, growth opportunities and work actively on them
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Professional, Scientific, and Technical Services
Number of Employees
1,001-5,000 employees
