IT Business Systems Analyst III, Customer Success

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 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 collaboration platform to manage the entire content lifecycle.Our Warsaw office is an incredibly exciting addition to our EMEA expansion. We're already in UK, France, and Germany, and the new Poland location will act as a global engineering and product development hub alongside our headquarters in Redwood City, California.

 

Why Box needs you:

Box is looking for a Business Systems Analyst Analyst to join our Enterprise Systems team to help manage and scale our Customer Success and go-to-market tech stack. In this role, you will be partnering with the Go-To-Market Operations organization and working with our Enterprise Systems team to deliver best-in-class solutions for our go-to-market systems and applications.  An ideal candidate will have exceptional analytical, communication, and problem solving skills and be comfortable interacting with all levels or organizations, including Executive Management.  

This role will allow you to apply your functional Salesforce and Customer Success tools expertise to some of Box's most critical go-to-market and operations initiatives.  You will work closely with your team to collaborate on creative solutions for technical challenges, provide inputs on the Customer Success systems roadmap, and provide direct value to our business partners. You will interact frequently with senior management and must become a trusted thought-leader to our extended business partners.

 

What you'll do:

• Manage stakeholder engagement with critical business partners in the Sales Ops, Customer Support and Customer Success teams to provide consultative guidance on system capabilities and address any Salesforce/Zendesk issues

• Collaborate via agile team with other Enterprise Systems team members to ensure end to end services are optimized, efficient, and continuously evolving to maximize value delivery. This includes new investments and implementations, extending existing functionality, and triaging inbound run-the-business bugs, defects or enhancement requests

• Independently manage end-to-end Customer Success technology projects, including project planning, scrum planning, design and testing

• Critically evaluate system inefficiencies, drive fit-gap assessments, and provide recommendations for Sales technology solutions that can scale with growing needs of the business

• Support definition of Customer Success systems roadmap and evaluate complexity and resource requirements for inbound requests

• Work with internal business application SMEs and external vendors as required to deliver project deliverables

 

Who you are:

• Bachelor's degree in Computer Science, Engineering, Economics, Business or related field

• 3+ years experience with Customer Success platforms such as Zendesk, Clarizen or similar - building/designing scalable customer engagement and support solutions

• 3+ years experience with Salesforce.com building/designing scalable Go-to-Market solutions

• 3+ years of system implementation experience and knowledge of owning techno-functional deliverables in a project, including functional design and QA 

• Strong knowledge with Customer Success systems processes in the functions of customer support, community management, professional services, and customer training

• Strong knowledge of business processes in the post close sales cycle, customer onboarding, and care

• Extensive knowledge of Salesforce and customer success platforms architecture and integrating with other applications/systems

• Exceptional ability to partner with business stakeholders to understand business process challenges and provide guidance on technical solutions

 

EQUAL OPPORTUNITY

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orien