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 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 

The Scaled Engagement Program Manager role is responsible for owning our Scaled Customer Success customer engagement strategy & program execution. This role is responsible for continuing to evolve & innovate the ways our Scaled CSM team engages with thousands of SMB, Mid-Market & Enterprise customers across the globe & is responsible for executing these programs cross-functionally with our Scaled CS leaders & partners (Operations, Analytics, Enablement, Sales, etc.).

The right candidate will bring an operational, analytical, & growth mindset & an understanding of Box's Scaled customers' needs. It will require defining big-picture strategy & driving detailed execution. 

WHAT YOU'LL DO 

• Develop repeatable engagement strategies & tactics, leveraging data analytics, & crafting campaigns & sequence journey emails to ensure our Scaled customers are adopting our products & we are retaining our customers

• Lead implementation of program emails, including working with Salesforce admin on email logic, reviewing and/or creating the email copy, recording emails in Scaled campaign inventory, measuring success of email data

• Manage & develop the touchpoints, campaigns, & systems that plays are built on

• Lead and/or project manage key initiatives & strategic projects with the Sales Plays Strategy, Marketing, Digital & Product Adoption teams to ensure alignment between Scaled outreach & company-wide communications

• Advise Scaled Customer Success Leadership on new strategies to retain & grow our account base

• Continuously iterate on the customer journey touchpoints our team employs to ensure Box's customers are consistently provided the best experience

• Measure & interpret success of adoption plays & use these learnings to refine future plays

• Manage a backlog of ideas to implement & work with managers to prioritize

WHO YOU ARE

• 4+ years customer success and/or operations experience 

• Results-driven, with experience measuring customer success programs outcomes, particularly in customer health & adoption

• Relationship champion, with ability to build partners across internal organizations & build consensus amidst competing priorities

• Organized project manager with excellent written & presentation experience

• Self-starter who takes the initiative to get things done & drive internal changes

• Penchant for data with a strong analytical aptitude

• Familiarity with Excel, Salesforce, & other Software-as-a-Service is a plus

• High EQ with an ability to work with many different stakeholders across various orgs & positively influence others

Box lives its values, with community & 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 & Thursdays. Your Recruiter will share more about how we work & company culture during the hiring process.

Head-over-heels about this role but not sure you meet all the requirements? Apply anyway! Studies have shown that women & 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, & inclusion. If you're passionate about this opportunity, chances are, you shine pretty bright.

EQUAL OPPORTUNITY 

We are an equal opportunity employer & 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, & any other protected ground of discrimination under applicable human rights legislation. Box strives to respect the dignity & independence of people with disabilities & is committed to giving them the same opportunity to succeed as all other employees. Inclusiveness is core to our culture at Box, & 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 & beyond.

For details on how we protect your information when you apply, please see our Personnel Privacy Notice. If you are a California-resident, please read our California Applicant & Candidate Privacy Notice here.

#LI-KS1