Customer Success Analyst

Overview 
In this full-time role you will work with new and existing customers to ensure that they are successful with and delighted by Box. You will work alongside our Customer Success Managers (CSMs) to drive adoption of Box, facilitate communication to clients, and act as the voice of your customers internally at Box.  As a CSA, you will work with CSMs and customers on the execution of tactical, yet critical activities that contribute to customer success.  In parallel, you will focus on data analysis to contribute to strategic account planning and growth.
 
Who we are looking for
  • You are creative, energetic, self-driven, and a team player
  • You understand the customer, their use cases, and how you can be a trusted partner that will help an organization stay and grow with Box
  • You are enthusiastic about working with new customers and those who have been with Box for years
  • You also love understanding a product in depth and then communicating that product to the users.
  • You enjoy finding ways to make processes more efficient and scalable
  • You think critically and enjoy finding the story behind the data
 
If you love working with customers, we want to talk to you. This is an excellent starting point for anyone looking to build their career in a customer success role.
 
Responsibilities:
  • Support Box Customer Success Managers (CSMs) in their interactions with customers: run customer usage reports and perform applicable analysis, respond to customer inquiries, schedule meetings with clients CSMs and clients, and provide assistance with ad hoc customer related tasks
  • Assist with customer follow ups and customer facing deliverables such as quarterly business reviews and the associated analysis/recommendations
  • Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs.
  • Help CSMs by tracking key metrics in accounts to proactively identify and eliminate churn risk when applicable 
  • Work closely with CSMs and CS Management to build out internal deliverables around strategic projects
  • Help identify process improvements within the CSM workflow to increase overall team efficiency
  • Build a strong network of Box resources across CS, Product, and Sales
  • Execute on high volume activities (ad hoc communication, feature request tracking, unscheduled functional support, creation of customer reports, escalation to user services, etc)
  • Identify value-added analysis that enables strategic CSM conversations with Box customers
 
Qualifications:
  • 4 year degree required 
  • Outstanding communication skills, both verbal and written
  • Strong technical aptitude coupled with an ability to quickly learn and utilize tools such as Salesforce, ZenDesk, the Atlassian product suite, and the Microsoft Office suite
  • Self-motivated with the ability to manage competing deadlines
  • Able to work effectively on cross functional teams
  • Enjoy working closely with customers to ensure both short and long-term success
  • Interest in taking initiative to identify opportunities to optimize processes, solve problems, and identify long-term solutions

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