Technical Account Manager

About the role

Technical Account Managers help enterprises make the most of Box by acting as an advocate and dedicated resource to some of Box's most strategic customers. They understand the Box platform in detail and are industry experts who understand the critical nature of Cloud Content Management. This combination of technical and strategic experiences ensures business continuity, expertise during times of crisis, and compliance with best practices. TAMs are a core part of the account team and are backed by a dedicated support staff. TAMs will also act on behalf of customers to champion capabilities and features that will improve quality, increase efficiency, and realize new value for our customer base. As our team grows, we are looking for someone with 5 or more years of experience working for a SAAS company; support/account management experience preferred. This person has a strong sense of empathy with customers and has previously demonstrated ability managing priorities in a fast-paced environment.

Responsibilities

• Provide a white glove level of service and support to your assigned accounts by helping them implement and operationalize Box products to grow their business - 10-15 accounts assigned at a time.
• Develop a deeper understanding of assigned clients’ business practices and operating environment
• Perform technical reviews of their support health, on a weekly and quarterly basis (ticket reviews, standard support metrics, etc.)
• Act as an escalation point for critical technical issues at all times
• Partner with customer's helpdesk team to drive training, best practices, and pipeline for feedback
• Partner with the wider Customer Success org to provide this high level of service via support channels, external documentation, or product feedback/development - Provide feedback to other teams regarding processes
• Engage in AI use cases and workflows with customers, along with the ability to communicate complex AI concepts clearly to non-technical stakeholders.
• Leverage knowledge of your customers’ environments and use cases to influence the roadmap of Box products
• Lead customer facing meetings both over the phone and in person
• Collaborate on the continued design of the Technical Account Manager offering
• Optimize and improve process to build a scalable way to support more of our strategic accounts
• Act as backup for Blocker issues for other TAM accounts

Qualifications

• 5+ years in a Technical Support role or Account Management equivalent
• SQL Experience
• Experience with open APIs
• Experience with MDM Solutions
• Proactive problem-solver with the ability to execute at both the tactical and strategic level
• Strong operational rigor and effective project management skills; able to drive cross-functional collaboration to achieve results
• Understanding of SAML and OAUTH authentication protocols
• High attention to detail and ability to troubleshoot
• API Scripting
• Practical Experience with AI or Machine Learning
• Must be a Box user (it's free!)

Benefits

Box lives its values, with community and in-person collaboration being a core part of our culture. Boxers are expected to work from their assigned office a minimum of 3 days per week. Your Recruiter will share more about how we work and company culture during the hiring process.

Equal Opportunity

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, and any other protected ground of discrimination under applicable human rights legislation. Box strives to respect the dignity and independence of people with disabilities and is committed to giving them the same opportunity to succeed as all other employees. Inclusiveness is core to our culture at Box, and we strive to ensure you get the most from your interview experience.

Pay

Box is committed to fair and equitable compensation practices. Actual base salary (or OTE if commissionable role) is dependent upon factors such as: knowledge, skill level, experience, and work location. This role is also eligible for equity and benefits. For more information, check out our benefits and perks.

Schedule

Boxers are expected to work from their assigned office a minimum of 3 days per week.