Business Solutions Specialist - Location Flexible at Dropbox, Inc. in San Francisco, California

Job Description:

Role Description

The Global Customer Solutions and Success (GSS) team within Global Commercial Organization is chartered with providing customer centric solution sales support spanning both the pre-sales funnel as well as post-sales customer success engagements to grow the business and help customers achieve their desired value and outcomes from their Dropbox solution deployments.

We are seeking a Business Solutions Specialist/Program Manager that will work directly with Customer Solutions & Success team leadership to identify, propose, plan, and execute programs that span all aspects of the global functions: Technical Solutions, Business Solutions, Customer Success, Named Accounts Success and Emerging Solutions. These projects and programs will require extensive cross-functional collaboration with other Dropbox teams and stakeholders including internal teams such as Product, Data Science, Partnerships, and external customers, partners, vendors and industry analysts).

We are looking for someone who can work effectively and efficiently with both internal and external stakeholders to craft & execute projects that affect numerous internal and external stakeholders. Key programs and projects that this role will drive from concept through execution include:

Responsibilities

• Customer Success Programs: Transitions & Delivery




• Provide ownership and accountability for revenue-impacting programs where customer/partner product & solution transitions are central to the continued success of the business. (Ex: Launch of new products, new partnerships and transition/deprecations of solutions which have reached End-of-Life (EoL).


• Provide Customer Success representation to cross-functional peer organizational efforts (Product/Marketing/CX) spanning our largest Global Accounts to our direct and partner managed MM/SMB customers.

• Customer Solutions Programs: Financial Measurement & Coordination




• Identification, measurement, and continuous improvement of solution impact on sales stage velocity and closed-won win/loss rates.


• Global coordination of programs aligned to the closed-loop customer feedback between GSS and Dropbox Engineering, Product & Design organization (EPD).

• 
  Global Solutions & Success: Staff Operations
  
  
  
  • Provide senior leadership team both a forum and cadence for visibility and to request assistance with urgent cross-functional efforts.
  
  
  
  

Requirements

• Contextual domain expertise of content collaboration, digital transformation and customer-centric consumption of vendor solution & success resources.


• Demonstrated data-science/analytical mindset towards objective measurement tracking and continuous improvement in a service delivery organization.


• Customer-ready content production - The ability to produce content directly or via agency that is appropriate for either internal use or full spectrum (Enterprise, MM, SMB) customers/partners.


• Stakeholder and relationship management experience - proven examples of internal and external stakeholder management with demonstrable results across multiple functions of an organization

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