Public Sector Customer Success Manager​/Federal

Public Sector Customer Success Manager (Federal)• You also love understanding a product in depth and then communicating those solutions to the users• 4+ years prior account management, customer success, or solutions engineering experience in SaaS environment• Experience working for or with Federal Agencies - bonus points if you have experience working with the Department of Defense or Federal Civilian customers• Strong communication skills and technical aptitude• Proactive team player who has fresh ideas when it comes to user adoption and churn mitigationResponsibilities• You will be responsible for effectively onboarding our Federal customer accounts onto our services, drive usage in the early stages and ongoing, and build high customer satisfaction• You will work with your accounts actively to drive adoption, as well as act as the voice of your customers internally at Box• Manage all post-sales activity for Box’s top Federal customers through strong relationship-building, product knowledge, planning, and execution• Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs• Use existing awareness of needs, opportunities and challenges that are specific to the Federal space to advance adoption of technology platforms and encourage relevant use cases• Develop joint success plans with customers to ensure there is a plan is in place to drive adoption and high value use cases within the organization through change management• Increase customer adoption by conducting regular check-in calls for tactical items, and performing strategic business reviews for alignment of objectives and outcomes• Track accounts to identify churn risk and work actively to eliminate that risk• Partner with Sales and Box Consulting to develop a plan for making Box a part of each customer’s core architecture• Work closely with Product, Engineering, and Customer Support on identification and tracking of product improvement requests, troubleshooting and bugs• Function as the customer advocate and provide internal feedback on how Box can better serve our enterprise customersQualifications• You also love understanding a product in depth and then communicating those solutions to the users• Bachelors degree required• 4+ years prior account management, customer success, or solutions engineering experience in SaaS environment• Experience working for or with Federal Agencies - bonus points if you have experience working with the Department of Defense or Federal Civilian customers• Strong communication skills and technical aptitude• Proactive team player who has fresh ideas when it comes to user adoption and churn mitigationResponsibilities• You will be responsible for effectively onboarding our Federal customer accounts onto our services, drive usage in the early stages and ongoing, and build high customer satisfaction• You will work with your accounts actively to drive adoption, as well as act as the voice of your customers internally at Box• Manage all post-sales activity for Box’s top Federal customers through strong relationship-building, product knowledge, planning, and execution• Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs• Use existing awareness of needs, opportunities and challenges that are specific to the Federal space to advance adoption of technology platforms and encourage relevant use cases• Develop joint success plans with customers to ensure there is a plan is in place to drive adoption and high value use cases within the organization through change management• Increase customer adoption by conducting regular check-in calls for tactical items, and performing strategic business reviews for alignment of objectives and outcomes• Track accounts to identify churn risk and work actively to eliminate that risk• Partner with Sales and Box Consulting to develop a plan for making Box a part of each customer’s core architecture• Work closely with Product, Engineering, and Customer Support on identification and tracking of product improvement requests, troubleshooting and bugs• Function as the customer advocate and provide internal feedback on how Box can better serve our enterprise customersWHAT 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 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…