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 100,000 businesses, including 70% of the Fortune 500 who trust Box to manage their content in the cloud.

 

WHY BOX NEEDS YOU 

In the role of Escalations & Incidents Manager in Boxs Customer Success Organization, you will be working primarily in the areas of incident management & incident response.  We're looking for someone to scale & enhance our program to build an improved experience for our customers & customer success teams. You will work with all functions of this fast-paced, rapidly changing business, & directly with key stakeholders to drive continuous improvement. This includes responding to incidents, creating reports, & working closely with a wide range of internal departments on projects. This is an Individual Contributor role with opportunity for growth in Boxs Customer Success Organization.

This position is intended to be located in one of our office locations as we work towards return to office in 2022 & will report to the Director of North American Support.

 

WHAT YOU'LL DO 

• Own the strategic vision & tactical execution of the Customer Success Escalation program

• Represent Customer Success in crisis assessments & critical incident meetings

• Build out efficient & scalable templates, procedural improvements & metrics

• Provide oversight, conduct debriefs, & document the results of crises to identify necessary enhancements to customer responses & communications

• Work to improve existing escalation process from customers to Box & from Product Support to our Engineering team.

• Build a company wide escalation dashboard to track top issues for executive review & prioritization

• Assist with other activities as required to develop & maintain the Resiliency Program

• Assists in assessing risk to the Box Customer Success Organization & provides recommendations to mitigate risk & implements solutions as directed by senior management

 

FINE PRINT

• 3 - 5 years experience in Product Support at a technology company

• Experience working in escalations that impact one or many customers

• Being able to work in a high paced, unexpected schedule to drive issues when needed.

• SaaS experience a plus

• Cross-functional program management experience

• Comfortable delivering sensitive information to executives where needed

• Ability to take ownership of ever-evolving situations & drive towards impactful outcomes

• Ability to influence & build relationships with a variety of stakeholders

• Team player & relationship builder

• Willingness & flexibility to wear different hats & work on different areas where needed

• Good organizational skills

• Strong written, verbal communication, & presentation skills