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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 enterprise organizations to accelerate their digital transformation by creating a single platform for secure content management, collaboration & workflow. We have an amazing opportunity to further establish ourselves as leaders in the space, & 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 & define what content management looks like for the digital enterprise. Today, Box powers over 99,000 businesses, including 70% of the Fortune 500 who trust Box to manage their content in the cloud.
WHAT YOU'LL DO
Your role will be within the Customer Success organization as part of the Customer Health Programs Team, which is responsible for leading the cross-company efforts to help Box improve customer retention & maximize long-term customer health. Part of those efforts mean maximizing how CSMs are using the tools at their disposal & defining the right triggers for them to action on. In this role specifically, you will partner with our GTM Operations Gainsight admin to drive the strategy for both Managed (the CSMs named to our largest accounts) & Scaled (the CSMs who engage with our smaller customers, at scale) CSMs.
You will:
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Execute on the CSM Gainsight strategy globally. Partner closely with the GTM Operations Gainsight admin to evaluate current state, including audit of current CTAs, & make recommendations to leadership based on your experience & CSM feedback.
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Define the strategy by building out systematized programs & processes, including CTAs & email campaigns, to improve how & when CSMs engage with customers (to optimize for improved customer health & retention) & run their book of business.
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Partner with GTM Enablement to implement the strategy.
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Build & maintain a roadmap for all planned future CTAs & campaigns.
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Enable CSMs on the roadmap, at least quarterly, & communicate updates/changes as they come up.
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Manage & develop the touch-points & campaigns that the Scaled CSM Team leverages to ensure customers are adopting our products. Write & build the playbooks the Scaled Team will follow as part of these campaigns.
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Advise Scaled Leadership on new strategies to retain & grow their account base.
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Manage a backlog of ideas to implement in the program & work with managers to prioritize on a recurring cadence.
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Be the liaison between the CSM org & Customer Marketing.
A successful candidate will empower the CSM organization with the strategies & processes to do their jobs more efficiently & ultimately drive improvement in the health of our customers.
WHO YOU ARE
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4 year degree preferred or equivalent experience
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3+ years of experience in program management, account management, operations, or customer strategy
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Experience with using Gainsight (administration experience not required)
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Self-starter who takes the initiative to get things done & drive internal changes
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Thrives on collaboration & understands the importance of change management
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Ability to forge relationships across internal organizations & build consensus amidst competing priorities
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Highly-proactive, organized, team player capable of effectively managing several projects & ruthlessly prioritizing
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Strong communication & presentation skills & comfortability presenting to large peer audiences
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Partner with GTM Operations & Strategy teams to build & design processes & programs in system
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Familiarity with Salesforce, Clarizen, or other Software-as-a-Service tools is a plus
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High EQ with an ability to work with many different stakeholders across various orgs & positively influence others
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A strong alignment to our Box Values
BENEFITS
HEALTH AND SAFETY
To promote the health & safety of all Boxers & our communities, in order to "Go to Work" at Box in the U.S., you must be Fully Vaccinated or have an approved accommodation. "Go(ing) to Work" at Box is defined as visiting a Box office, facility, or co-working site, visiting or meeting in person with fellow Boxers, Box clients and/or customers, vendors, or partners, engaging in business travel, & or participating in any Box-sponsored and/or related activity where others are present. If you are fully remote & do not "Go to Work, the vaccination requirement is not applicable. "Fully Vaccinated" means that an individual is at least two weeks past their final dose of an authorized COVID-19 vaccine regimen. If you are unable to get a vaccine due to a medical condition, a sincerely-held religious belief or another legally recognized reason, Box will consider requests for an accommodation.
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