Customer Success Manager/カスタマーサクセスマネージャー

Company Description
Dropbox is a leading global collaboration platform that's transforming the way people work together, from the smallest business to the largest enterprise. With more than 500 million registered users across more than 180 countries, our mission is to unleash the world's creative energy by designing a more enlightened way of working. Headquartered in San Francisco, CA, Dropbox has more than 12 offices around the world.

Team Description
Our Sales & Channel team shares Dropbox Business with enterprises around the world and helps them understand the power Dropbox offers to teams at scale. We're a collaborative and empathetic sales team, focused on understanding what businesses need to work better together.

Team Description
Our Customer Success team shares Dropbox for Business with enterprises around the world, helping them to unleash their creative energy by designing a more enlightened way of working. We help them understand the power Dropbox has to offer teams at scale. We're a collaborative and empathetic Success team, focused on understanding what businesses need to work better together and driven to help them transform their business.

Role Description
Dropbox's Customer Success Managers bring our customers a unique mix of technical and business insight to help accelerate deployment and adoption of Dropbox. You will have an opportunity to drive quantifiable impact on our business by helping our customers transform how they work, and as a result, increasing Dropbox's renewal and upsell rates. As a Customer Success Manager, you be responsible for customer retention, manage renewals and support upsells for teams within companies that have >250 employees.

このポジションは、Dropboxの導入と更新を促進するために、お客様に技術的およびビジネス的なアドバイスを提供します。お客様は、お客様の仕事の効率を向上することができ、結果的にはDropboxの更新および追加購入を向上させることによって、ビジネスに大きなインパクトを与えることが出来ます。カスタマーサクセスマネージャーとして、250人以上の従業員を持つ企業の顧客維持、更新の管理、追加購入のサポートを行います。

Responsibilities
As a Customer Success Manager, you will be a powerful advocate that solves problems and finds opportunities on behalf of the customer and Dropbox. The Customer Success Manager is focused on driving active usage and business transformation with our leading accounts. Dropbox's Customer Success Managers have an entrepreneurial attitude and have a confirmed ability to influence decision makers. They are tenacious, have foresight to identify potential issues and solve them before they arise. As a key driver for Dropbox's rapid growth in the Enterprise market, Customer Success Managers will work with the world's leading companies and have experience in driving transformation programs

  • Drive license adoption and active usage within key accounts
  • Ensure renewal for key accounts by driving deployment and adoption
  • Generate opportunities for upsell and reference within key accounts
  • Be a trusted and knowledgeable advisor for customers' IT and business leadership
  • Build and maintain strong, long-lasting customer relationships with key partners and executive sponsors
  • Manage and solve conflicts affecting the account
  • Coordinate, facilitate and operate across internal teams at Dropbox and external partners as the deployment & adoption lead for an account
  • Ensure timely and successful delivery of solutions according to customer needs and objectives
  • Communicate the progress of an account plan internally and externally
  • Forecast and track key deployment and adoption metrics
  • Represent the customer internally -advocating product and process changes
  • Collaborate closely with Solution Architects and Technical Architects in identifying optimal solutions for customers.
カスタマーサクセスマネージャーとして、お客様に代わって問題を解決し、オポチュニティを見つけお客様に提案を行います。お客様の積極的なDropbox 製品の利用とお客様のビジネスの変革を推進することに注力します。 カスタマーサクセスマネージャーは起業家精神を持ち、意思決定者に影響を与えることが期待されています。 彼らは頑強であり、潜在的な問題を特定し、問題が発生する前に解決する先見性を兼ね揃えています。 Dropboxのエンタープライズ市場における急成長の鍵となる重要なポジションとして、世界有数の企業と協力し、変革プログラムを推進する経験をお持ちの方を募集しています。

  • キーアカウント内でのライセンスの採用とアクティブな使用を推進する
  • 導入と導入を推進することにより主要アカウントの更新の確率を高める
  • 主要なアカウント内で追加注文および検討の機会を生成する
  • 顧客のITおよびビジネスリーダーシップのための信頼できる知識豊富なアドバイザーとなる
  • 主要パートナーおよびエグゼクティブスポンサーとの強固で長期的な顧客関係を構築し維持する
  • アカウントに影響を与える競合を認識しプランに反映する
  • アカウントの展開と採用のリードとして、Dropboxと外部パートナーの社内チーム全体を調整し、円滑に運営する
  • お客様のニーズと目的に応じて、適時かつ適切にソリューションを提供する
  • 内部および外部のアカウント計画の進捗状況を伝える - 主要な導入および採用のメトリックを予測および追跡する - 顧客を内部的に代表する - 製品とプロセスの変更を反映 - ソリューションアーキテクトおよびテクニカルアーキテクトと密に協力し、顧客に最適なソリューションを特定する
Requirements
  • 5-7+ years of enterprise software or SaaS account management experience with a demonstrated track record of success
  • Working knowledge of developing account plans or project plans to deliver technology driven business transformations
  • Excellent written and verbal communication skills in Japanese and English-- validated through written, verbal and presentation delivery-- to audiences ranging from end users, help-desk professionals to Senior executives
  • Successfully sold and/or managed technology software solutions into Fortune 1000 companies
  • A strong desire to learn and define an emerging function in a rapidly growing and dynamic startup environment
  • Passionate about customer success and making life simpler with technology
  • Familiarity with sales cycles in ambitious markets
  • Avid Dropbox user and a vocal technology evangelist
  • 5年以上のエンタープライズソフトウェアまたはSaaSアカウント管理の経験
  • テクノロジベースのビジネス変換を提供するためのアカウント計画またはプロジェクト計画の開発に関する実務知識
  • 書面、口頭、およびプレゼンテーションを行える高いレベルの日本語力と英語力
  • 優れた文書および口頭によるコミュニケーションスキ 企業に技術ソフトウェアソリューションを成功裏に販売および/または管理できること
  • 急速に成長するダイナミックなスタートアップ環境で新興の機能を学び、定義する強い意欲
  • お客様の成功と技術によるより簡単な業務プロセスにしていくことへの情熱
  • 市場における販売サイクルに精通していること
Dropbox is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work. A big part of that effort is our support for members and allies of internal groups like Asians at Dropbox, BlackDropboxers, Latinx, Pridebox (LGBTQ), Vets at Dropbox, Women at Dropbox, ATX Diversity (based in Austin, Texas) and the Dropbox Empowerment Network (based in Dublin, Ireland).


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