Customer Success Manager - Financial Services

WHAT IS BOX? 

Box is the world’s leading Content Cloud. We are trusted by more than 115K organizations around the world today, including nearly 70% of the Fortune 500 and leaders across deeply regulated industries (such as AstraZeneca, JLL, and Nationwide), to protect their data, fuel collaboration, and power critical workflows with secure, enterprise AI.

By joining Box, you will have the unique opportunity to continue driving our platform forward. Content powers how we work. It’s the billions of files and information flowing across teams, departments, and key business processes every single day: contracts, invoices, employee records, financials, product specs, marketing assets, and more. Our mission is to bring intelligence to the world of content management and empower our customers to completely transform workflows across their organizations. With the combination of AI and enterprise content, the opportunity has never been greater to transform how the world works together and at Box you will be on the front lines of this massive shift.

Founded in 2005, Box is headquartered in Redwood City, CA, and we have offices across the United States, Europe, and Asia.

WHY BOX NEEDS YOU?

This role works with new and existing business and enterprise customers to ensure that they are supremely successful with and delighted by Box. You will be responsible for effectively onboarding these accounts onto our services, spur 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. Creative, energetic and self-driven, you understand the customer and their use cases and knowhow to be a trusted partner so companies stay and grow with Box. You can manage numerous customers at different stages of the customer lifecycle with ease. You also love understanding a product in depth and then communicating those solutions to the users.

WHAT YOU'LL DO

• Manage all post-sales activity for Box’s top Financial Services enterprise customers through strong relationship-building, product knowledge, planning and execution

• Maintain a deep understanding of the product and Financial Services vertical trends with customers about the most relevant features/functionality for their specific business needs - specifically across Retail Banking, Capital Markets, and Wealth & Asset Management institutions

• Ensure that a plan is in place with each customer for deployment, change management and adoption programs

• Increase customer retention 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 Professional Services 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 customers

• Travel up to 40%

WHO YOU ARE

• Bachelors degree or equivalent work experience required

• 3+ years prior Customer Success or Account Management experience working with Financial Services institutions

• Strong familiarity with Financial Services and Banking regulations such as FINRA, 17-A4 compliance and SEC standards

• Ability to champion for high value use cases amongst a highly regulated and process intense approval process

• Strong communication skills and technical aptitude

• Familiarity with Salesforce, Zendesk, and other Software-as-a-Service is a plus

• Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation

• A self-starter who takes the initiative to get things done

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

At Box, we believe unique and diverse experiences benefit our culture, our products, our customers, our company, and our world. We aim to recruit a passionate, high-performing workforce that reflects the world we live in. If you are head-over-heels about this role but unsure if you meet a