Join us at Technology Services World, Las Vegas
OCTOBER 15-17, ARIA RESORT
OCTOBER 16, 2018 | 2:45 PM – 3:25 PM
Stop, Pass or Pivot? How Box Services Scaled for Hypergrowth & Customer Nirvana
When you are trying to scale and optimize a fast-moving services team to meet the changing needs of customers, knowing when to pivot and when not to can make or break an organization. Discover how Box evolved its services organization, from a scrappy start-up team, to a global organization supporting 85,000 customers.
Hear how Box gained greater visibility, predictability and were able to:
- Evolve and scale processes
- Adopt and implement new offerings
- Enable better resource utilization
If your customers demand a white glove experience but at the same time, your services teams are off juggling multiple implementations across many geographies, this session is for you.
Customer Success Operations Specialists – Box
James Bridgewater is an Administrator of the PSA tool Clarizen and is a Project Manager on Box’s Professional Services Operations team. He started off at Box on the Customer Support team and carried his passion of surgically ‘fixing’ problems to his operations role. As a Project Manager, James has identified a number of ways to improve the team’s efficiency by automating workflows. In his spare time, James is an avid snowboarder at Kirkwood and enjoys kayak camping during the off-season.
Sr. Manager GTM Operations – Box
Jayne Malhi heads up Operations for Box’s growing Professional Services organization. After more than a decade delivering consulting services herself, Jayne shifted focus to resource and operational management and has spent the last 7 years working to build scalable and effective processes for Professional Services teams at PwC and Box. Jayne sees herself as a true business partner to the Consulting Management team, believing that working in lock-step to define objectives & strategy is the key to prioritizing the right operational tactics that driving adoption, growth and retention along the Customer journey.