Customer Onboarding Architect

Dropbox New York , NY 10007

Posted 4 days ago

Customer Onboarding ArchitectNew York, NY

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.

Role Description

The Customer Success team plays a huge role in helping companies understand the value of Dropbox Business. It'll be your mission to demystify technology, optimize the sales process, and bash down any technical barriers that keep our customers from evaluating and adopting Dropbox.

As an Onboarding Architect within the Customer Success Team, you will be responsible for strategizing, driving configuration and adoption of our newest business customers, demonstrating instant value, all within the first 30 Days. You will partner with the Account Executives, Solutions Architects, and the Customer Success team to launch the newest Dropbox Business customers to success by assisting integration and configuration of Dropbox Business teams and acclimating end-users to their new collaboration toolset. You will be the central point for cross-functional escalations from Account Executives, Customer Support, and our Self Service monetization team.

Success criteria in this function is graded on two main factors: the number of activations completed each quarter and the amount of incremental Revenue resulting from a completed activation.

You will be a pioneer on a growing and scaling team that is building a premier sales organization. If you're a talented technology professional and passionate problem solver with experience driving enterprise SaaS technology programs - we'd love to meet you!

Responsibilities

  • Be the face of Dropbox for the first 30 Days of a customer's contract

  • Drive customers to complete activation checklist within first 30 Days of new contracts

  • Coordinate with Account Management teams to ensure activation goals and drive customers deployment needs short term.

  • Own and drive the activation experience directly with the customer and escalate to the Account Team for support.

  • Complete a minimum of 20 'Activations per' quarter

  • Target 15% Incremental Revenue growth within 2 quarters of activation

  • Creation and maintenance of accurate technical documentation for onboarding processes and procedures

  • Work together with Account Management teams to provide customer feedback

  • Transition to Customer Success Managers

Requirements

  • 3+ years of experience working with SaaS applications

  • 1.5+ years working with application deployment, Active Directory, and File Services administration

  • 1.5 years of project management experience

  • Self starter with prior experience navigating complex customer environments

  • Clear and thoughtful communicator with exceptional critical thinking skills

  • Ability to sort through large volumes of data and drive to insights and results

  • Ability to analyze and recommend licensing structures and contract terms

  • Ability to contribute to building new processes and systems

  • Prior experience with CRM systems

  • Effectively communicate and build relationships with Account Management teams, Sales Leadership, Finance, and key cross functional groups

  • Minimal travel as required

Benefits and Perks

  • 100% company paid individual medical, dental, & vision insurance coverage

  • 401k + company match

  • Market competitive total compensation package

  • Free Dropbox space for your friends and family

  • Wellness Reimbursement

  • Generous vacation policy

  • 10 company paid holidays

  • Volunteer time off

  • Company sponsored tech talks (technology and other relevant professional topics)

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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Customer Onboarding Architect

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