Premier Services Lead

at Box in Chicago, Illinois, United States

Job Description

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 B 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
Box is seeking to hire a Premier Services Lead in our Support Organization. This person would be responsible for managing all paid support service offerings and operationalizing processes to drive a robust and differentiated customer experience.
In this role, you'll evaluate the state of our Premier customer experience and create projects to enhance it, having a direct influence on the way we handle customer cases to make change for the better! This role is highly collaborative and someone who has experience working with cross-functional partners is needed for success in this role.
WHAT YOU'LL DO

Develop value propositions and offerings that consider market trends, emerging customer needs, and cost of service

Collaborate with leaders in Support, Marketing, Operations, Customer Success, and other cross functional teams and regional leaders globally

Manage commercial obligations tied to our Service Level Agreements in coordination with Engineering and Finance teams

Participate in meetings regarding customer service offerings, as needed

Advocate for our customers and work closely with your team and manager to find areas of improvement within our product and services

Identify opportunities for improving customer support processes by understanding regional-specific needs, competitive landscapes, and market data
WHO YOU ARE
Required Skills:

5+ years experience in a Support role, or relevant customer facing or program management role

Experience with paid support for premier customers

Experience designing global programs that impact all types of customers

Technical prowess to learn our products and design/navigate offering models in a spreadsheet

Experience and comfortability handling complex projects with tight deadlines

Ability to work independently to review processes and create new efficiencies to improve team and customer outcomes

Collaborative mindset with exceptional interpersonal and communication skills
Preferred Skills:

SaaS experience
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.
Head-over-heels about this role - but not sure you meet all the requirements? Apply anyway! Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Box, we take a big-picture approach to hiring that fosters authenticity, diversity, and inclusion. If you're passionate about this opportunity, chances are, you shine pretty bright.
EQUAL OPPORTUNITY

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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 orientation, age, marital status, veteran status, disability, and any other protected ground of discrimination under applicable human rights legislation. Box strives to respect the dignity and ??independence of people with disabilities and is committed to giving them the same ??opportunity to succeed as all other employees. Inclusiveness is core to our culture at Box, and we strive to ensure you get the most from your interview experience. Box makes reasonable accommodations for applicants with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, please complete this form Reasonable accommodations may include scheduling adjustments, document dictation and beyond.