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About the Role
Box Japan is seeking a Customer Success Manager to join their growing team. This role is responsible for building customer relationships, driving adoption, improving satisfaction, and ensuring contract retention.
Responsibilities
- Manage all post-sale activities for top and enterprise customers through strong relationship building, product knowledge, planning, and execution.
- Gain a deep understanding of Box products and articulate the most suitable features and functionalities to customers based on their business needs.
- Develop and execute plans for implementation, change management, adoption, and utilization.
- Improve retention rates through regular customer meetings and strategic reviews, including quarterly health checks.
- Proactively manage churn risk and health scores, taking action to mitigate risks.
- Collaborate with sales and professional services departments to create plans for integrating Box into each customer's core architecture.
- Liaise with product and engineering departments to identify and follow up on feature requests and bugs.
- Act as a representative of the customer's voice, providing feedback internally.
Requirements
- Minimum of 3 years of account management experience in the IT industry.
- Ability to build strong relationships with customers, enhance their satisfaction with Box, and gain their trust.
- Capacity to engage with multiple customers beyond just superficial relationships.
- Possess basic technical knowledge to answer customer inquiries.
- Bring innovative ideas and energy, with a collaborative team-player attitude.
- Consulting experience is a plus.
- Marketing experience is a plus.
- Experience using Salesforce, Zendesk, or other SaaS products is a plus.
- English proficiency is a plus for collaboration with headquarters.
Skills
- Account Management
- Product Knowledge
- Customer Relationship Management
- Strategic Planning
- Change Management
- Customer Retention
- Risk Management
- Technical Knowledge
- Collaboration
- Communication
Location
- Japan
Work Type
- Hybrid (at least 3 days in office)
Experience Level
- 3+ years
About the Company
- Box is a leading intelligent content management (ICM) platform company.
- Box's platform aims to foster enterprise collaboration, manage the entire content lifecycle, protect critical content, and transform business workflows with enterprise AI.
- Founded in the US in 2005, Box supports approximately 23,000 companies in Japan and 86% of Nikkei 225 companies.
- Box is headquartered in Redwood City, California, with offices in the US, Europe, and Asia.
- Box Japan was established in 2013.
- Box believes in the power of AI to improve the recruiting process while keeping people at the heart of every decision.
Equal Opportunity
- Box is an equal opportunity employer and values diversity at the company.
- Discrimination is not practiced on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, and any other protected ground of discrimination under applicable human rights legislation.
- Information on how personal data is protected when applying is available in the Personnel Privacy Notice.