Customer Success Manager

Role Description

As a Customer Success Manager, you will be supporting post-sale customer deployment, education and training. You will play an integral role in our customer’s journey with Dropbox -helping them deploy Dropbox (both our Core product and Dash) and our suite of additional products while helping them realize the value from their investment with Dropbox. This will give you opportunity to have a meaningful impact with a diverse group of customers. You will also support Dropbox business objectives including driving customer retention and growth.  We are a collaborative, customer oriented team, we are ‘worthy of trust’ and we are strong advocates for our customers.

Responsibilities

• Lead post-sale customer deployment calls while collaborating with Account Managers, Solutions Consultants/Engineers, in adopting Dropbox Dash, Dropbox, Dropbox Sign, DocSend and other products as they are added to our portfolio
• Discover customer goals/objectives and chart a plan for successful time-bound outcomes of those goals
• Develop a thorough understanding of Dropbox’s multiple products. Feel comfortable showcasing product features and their value to both decision makers and their employees
• Work with the Channel Sales team, helping our partners understand the value of Dropbox products
• Co-prepare and present QBR/EBRs (adoption insights/recommendations and product updates)
• Responsible for end customer engagement to drive education and training about their DBX solutions and products to support implementation, usage, adoption and integration into business workflows
• You have the ability to navigate a customer or partner interaction that focuses on technical aspects of the product
• Providing vital feedback from clients back to Dropbox leadership and product team
• Collaborate with Account Managers to ensure renewal and or growth for key accounts by driving account health and business
• Work with the team and leadership on identifying process and scale improvements

Requirements

• Customer Success or similar experience with a demonstrated track record of success
• Language requirement: Fluency in Spanish / English is a requirement.  Fluency in Italian would be a nice additional extra. European language would be a distinct advantage(French or German or Spanish)
• Self starter approach with prior experience with complex scenarios, cross-functional partnership execution across sales, legal, and finance
• A technical aptitude with experience in communicating effectively at all levels
• Customer Oriented Problem Solving & Analytical mindset
• Ability to contribute to building new processes and systems
• Bachelors Degree or equivalent experience required

Preferred Qualifications

• Collaborative and Highly Engaged approach
• A passion for technology and learning
• Prior experience with CRM systems
• Preferred Experience within the Geographic coverage that include the EMEA countries
• Strong analytical and quantitative capabilities including comfort with basic modeling

Compensation