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Dropbox // cloud storage
 
Remote - APAC    Posted: Tuesday, November 10, 2020
 
   
 
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JOB DETAILS
 

Role Description

Dropboxs Customer Success Managers bring our customers a unique mix of technical & business insight to help accelerate deployment & adoption of Dropbox. You will have an opportunity to drive quantifiable impact on our business by helping our customers transform how they work. You will focus primarily on the goals of the customer, & as a result, increasing Dropboxs adoption, renewal & upsell rates. As a Customer Success Manager, you be responsible for customer deployment, retention & support upsells for teams within companies across Australia & New Zealand.

Responsibilities

  • Drive retention, license adoption & active usage within key accounts
  • Ensure renewal for key accounts by driving in-depth business activities throughout the customer lifecycle-- from deployment & adoption to workflow transformation
  • Generate opportunities for upsell, cross sell and reference within key accounts through project-based activities
  • Be a trusted & knowledgeable advisor for customers C-Suite, IT & business leadership
  • Build & maintain strong, long-lasting customer relationships with key stakeholders & executive sponsors
  • Manage & solve conflicts affecting the account by coordinating, facilitating & operating across internal/external cross-functional partners & relationships
  • Ensure timely & successful delivery of solutions according to customer needs & objectives
  • Partner with customer-facing account teams & executives to develop strategic & technical plans that help customers achieve their business objectives
  • Communicate the progress of an account plan internally & externally
  • Forecast & track key deployment & adoption metrics
  • Represent the customer internally -advocating product & process changes
  • Collaborate closely with Solution Architects & Technical Architects in identifying optimal solutions for customers

Requirements

  • Bachelors degree or equivalent practical experience
  • 7+ years of enterprise software or SaaS account management experience with a demonstrated track record of success
  • Working knowledge of developing account plans or project plans to deliver technology driven business transformations
  • Excellent written & verbal communication skills in English-- validated through written, verbal & presentation delivery-- to audiences ranging from end users, help-desk professionals to Senior executives
  • A strong desire to learn & define an emerging function in a rapidly growing & dynamic startup environment
  • Self-driven, organized & project-focused
  • Passionate about customer success & making life simpler with technology
  • Familiarity with sales cycles in competitive markets
  • Avid Dropbox user & a vocal technology evangelist

Preferred 

  • Master's degree in a management, technical or engineering field
  • 10+ years customer facing work experience
  • Successfully sold and/or managed technology software solutions into Fortune 500 companies
  • Experience working with EDU accounts

Benefits & Perks

  • 100% company paid individual medical, dental, & vision insurance coverage
  • 401k + company match
  • Market competitive total compensation package
  • Free Dropbox space for your friends & family
  • Wellness Reimbursement
  • Generous vacation policy
  • 10 company paid holidays
  • Volunteer time off 
  • Company sponsored tech talks (technology & other relevant professional topics)
 
 
 
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