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. You will focus primarily on the goals of the customer, and as a result, increasing Dropbox’s adoption, renewal and upsell rates. As a Customer Success Manager, you be responsible for customer deployment, retention and support upsells for teams within companies across Australia and New Zealand.

Responsibilities

Working with Account Manager to plan scaled engagements in Book of Business
Communicate new features and functions of Dropbox products to customers and partners
Helping the account team create compelling business reviews
Assist the account team to drive retention, license adoption and active usage within book of business accounts
Be able to identify workflow opportunities with customers
Identify opportunities for increased usage of Dropbox products in existing teams
Partner with the account team to develop strategic and technical plans that help customers achieve their business objectives
Be a trusted and knowledgeable advisor for customers’ IT and business leadership
Build and maintain strong customer relationships with key stakeholders
Collaborate with cross functional teams to solve conflicts/bugs/issues affecting customers and partners 
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 internal technical teams to identifying optimal solutions for customers

Requirements

Bachelor’s degree or equivalent practical experience
3+ 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 English– validated through written, verbal and presentation delivery– to audiences ranging from end users, help-desk professionals to Senior executives
A strong desire to learn and define an emerging function in a rapidly growing and dynamic startup environment
Self-driven, organised and project-focused
Passionate about customer success and making life simpler with technology
Familiarity with sales cycles in competitive markets
Avid Dropbox user and a vocal technology evangelist

Preferred 

5+ years customer facing work experience
Successfully sold and/or managed technology software solutions into Fortune 500 companies

What are the benefits?

Generous remuneration + bonus + Equity
Work From Home benefit for home office equipment
Benefit for keep fit, mindfulness, sports equipment
Benefit for continued education
Phone and Internet allowance
WeWork pass
Unlimited Time Off Policy
Private health insurance
Parental Leave of up to 6 months