Scaled Customer Success Manager (Public Sector)

Box • New York, NY

1d • Onsite

About The Position

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 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. We are looking for a Scaled Customer Success Manager, Public Sector, who understands the value of nurturing customer relationships, at scale. You will be responsible for engaging with customers post-sales, driving user adoption and business value to help support high retention. Our Scaled team needs ambitious, highly productive individuals to provide us with adoption and optimization 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 launch and drive adoption, as well as act as the voice of your customers internally at Box. Creative, 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.

Requirements

• Degree required
• 2+ years experience supporting customers in customer success, account management or customer marketing at scale
• Awareness of Public Sector or other regulated vertical customer dynamics, and the ability to navigate their stakeholders through a technology environment.
• Highly data-driven, great prioritization skills and ability to execute on customer-facing activities with an AI first mindset
• Significant level of comfort interacting with a high volume of customers, over a variety of mediums (phone, email, webinars).
• Self-starter who has fresh ideas when it comes to growing customer engagement
• Team player and customer advocate motivated by helping others succeed

Nice To Haves

• You have experience working with Public Sector customers
• Familiarity with Salesforce
• Marketing experience

Responsibilities

• Manage post-sales activity for a large volume of Box’s Scaled Public Sector customers (150+) through touch points that require product knowledge, prioritization planning, project management and a strong AI-first mindset.
• Demonstrate 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.
• Leverage AI to analyze customer data to build and build adoption strategies for your customer portfolio.
• Proactively identify and flag churn risk and work actively with broader account team to mitigate.
• Partner with Sales, Marketing 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees