Premier User Services Specialist

Box, Redwood City, CA

A Cloud Content Platform for the Digital Age

It's an amazing time to be working at Box and transforming the content management landscape can't be done without providing best-in-class support for our developers, administrators, and end users. In this role, you ruthlessly pursue user delight and bridge the gap between our most strategically important customers and our Product team. Box Premier Services is redefining what it means to be technical support.  We are intelligent, resourceful, clever, and committed. We break through walls to solve our customers' problems.  We don't follow scripts.  We listen, understand, and act as internal advocates for some of the world's largest enterprises. We are evaluated on our ability to GSD, not churn through cases. Beyond solving your customer's problems via phone and email, you continually analyze quantitative and qualitative user trends and share them with the Product team. You are a product expert and can articulate your customers' business need. You are a user advocate and a consultant for Box's full suite of web and desktop applications and services.
Why Premier Services needs you
We are a team of highly motivated individuals that provide best in class support for Box's Premier customers. Members of our team always put the customer first; acting with the utmost urgency with any customer escalation. Our team is focused on building relationships with customers through honesty and transparency; always looking to solve the current problem and prevent the next. As our team grows, we are looking for someone with 2 or more years of experience working for a SAAS company; support/account management experience preferred. This person has a strong sense of empathy with customers and has previously demonstrated ability managing priorities in a fast-paced environment.   
Why Box needs you
Box is growing fast. Real fast. Every business in the world is looking to modernize the way that they work. As the leader in cloud content management, Box is the only company that can help enterprises transform how people work together.  We need to empower our customers through this transformation journey. That’s where you come in.
Why you need Box
In this role, you will become an expert on all the functionality of the Box product. You will learn how our largest customers use Box on a "day to day" basis and you will become the voice of the customer to our Product Teams. You will collaborate directly with the client and an internal, cross-functional team (Customer Success Managers, Engineers, Implementation Consultants, and Product Managers) to optimize our service to Premier users. You will create and lead custom implementations to ensure our Premier clients are set up for success from the get go. You will focus on improving our Support processes, measurements, and beta new approaches/technologies. Additionally, you will lead live training sessions, create knowledge base assets – including videos – and generally educate users.
Who you are 
You are the person always left looking for a solution when others have given up. You live for thinking through issues, finding novel solutions to tough problems, and improving process. You can turn a frustrated customer into a Box advocate. You are smart, resourceful and charismatic. You communicate issues to engineers on a technical level yet speak clearly to customers. You are a self starter and can easily motivate yourself when given a project or a task. While you may never have considered a role in technical support, you are excited by the idea of revolutionizing how a company resolves it's customers' technical needs.
Here's the fine print:
  • You have a BA/BS degree.
  • You've had experience with Process Improvement, User Education and/or Client Facing Presentations.
  • You've had experience supporting large enterprise accounts as well as some exposure to project management.
  • You have excellent written and verbal communication skills.
  • You have high attention to detail and ability to troubleshoot.
  • Must be a Box user (it's free!)

About Box

Box is an enterprise content management platform that solves simple and complex challenges, from sharing and accessing files on mobile devices to sophisticated business processes like data governance and retention.

Since 2005, Box has made it easier for people to securely share ideas, collaborate and get work done faster. Today, more than 41 million users and 74,000 businesses—including 59% of the Fortune 500—trust Box to manage content in the cloud.

Want to learn more about Box? Visit Box's website.