Customer Success Manager (Australia)

WHAT IS BOX?

Box is the market leader for Cloud Content Management. Our mission is to power how the world works together. Box is partnering with organisations 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.

WHY BOX NEEDS YOU:

Our growing Asia Pacific team needs ambitious and highly productive individuals to 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 customer-centric people, with a growth mindset, who can help us continue to build an outstanding regional Customer Success Unit.

We are looking for a Customer Success Manager who understands the value of nurturing customer relationships. You will work with a portfolio of new and existing customers to proactively launch and drive the adoption of Box. Creative, energetic and self-driven - you understand the customer and their use cases, and can quickly position yourself as a trusted partner whose goal is helping them realise value with Box. You can manage numerous customers at different stages of the customer lifecycle with ease, and leverage data to prioritise your engagement. You also love understanding a product in-depth, and can confidently leverage your knowledge to translate a customer’s business needs into consultation.

WHAT YOU'LL DO:

• Manage activity for a portfolio of top-tier customers through relationship-building, product knowledge, planning and execution.

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

• Maintain a deep product understanding and ideate with customers how Box can accelerate their own business objectives.

• Jointly develop success plans with customers to drive high value use cases and adoption.

• Increase customer retention by performing strategic business reviews to align key objectives and outcomes.

• Proactively identify, flag and track churn risk, and work with the broader account team to mitigate.

• Partner with Sales, Channel, Marketing and Box Consulting in making Box a part of each customer’s core architecture

• Function as the customer advocate, identifying trends and providing internal feedback to Product and Engineering on how Box can better serve.

WHO ARE YOU:

• 3+ years experience supporting customers in success / account management, or similar

• Strong prioritisation and communication skills

• Technical aptitude and ability to translate business needs into technical solutions

• Highly data-driven for planning, building with a proven track record of executing customer-facing activities

• 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 

• Thrives in a fast-paced environment, embraces change and takes the initiative to get things done

• Familiarity with Salesforce, Zendesk, Gainsight and other Software-as-a-Service is a PLUS

Head-over-heels about this role — but not sure you meet all the requirements? Apply anyway! Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Box, we take a big-picture approach to hiring that fosters authenticity, diversity, and inclusion. If you're passionate about this opportunity, chances are, you shine pretty bright.

BENEFITS

• For more information regarding our benefits, please visit our page here.

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. Box strives to respect the dignity and ‎‎independence of people with disabilities and is committed to giving them the same ‎‎opportunity to succeed as all other employees. Inclusiveness is core to our culture at Box, and we strive to ensure you get the most from your interview experience.

Box makes reasonable accommodations for applicants with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, please complete this form. Reasonable accommodations may include scheduling adjustments, document dictation and beyond.

For details on how we protect your information when you apply, please see our Personnel Privacy Notice.

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