CX Renewals and Operations Specialist

CX Renewals and Operations Specialist

Team Description
At Dropbox, we aim to put the customer at the center of everything we do. With over
500 million users, the Customer Experience team is at the forefront of simplifying
how our users and customers interact with Dropbox. We focus on solutions that
work for our customers as well as implementing technologies that will simplify our
customers' journey. We bring the customer voice across the organisation to ensure
Dropbox delivers the best possible customer experience.

Role Description
Part of Dropbox Customer Experience, our Global Support team is responsible for
defining and delivering an extraordinary support experience to our customers and
users. Our Renewals and Operations Specialists are key partners in the overall health
of customer accounts providing both internal and external customer support. You
will work closely with our internal sales, operations teams and our customers.

Responsibilities

• Provide manual inside sales support to the Global Sales organisation.
• Support customers transitions through Dropbox.
• Support customer trial conversions.
• Support customers through manual add on features.
• Provide direct support to renewing customers.
• Provide insights and recommendations to the Sales team, Sales ops, Finance and
• Engineering teams as required.
• Provide recommendations on process improvement and automation where
• needed.
• Collaborate cross functionally with internal Dropbox partners and advise on best
• practice.

Requirements

• Prior experience 2+ years working in a SAAS sales and/or support customer
• facing role.
• You are passionate about creating a superb customer experience and are a
• natural customer advocate.
• You're able to understand, interpret and communicate complex technical
• information in user-friendly ways.
• You plan and execute against team goals in a timely and effective manner.
• You are degree qualified or relevant equivalent experience'
• You have an amazing communication style that enables you to interact effectively
• with multiple internal stakeholders and teams.
• You're graceful and effective working in an ambiguous and changing
• environment.