WHY BOX NEEDS YOUTechnical 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 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.
WHO YOU AREYou are the person always left looking for a solution when others have given up. You live for thinking through issues, finding novel solutions to tough problems, and improving processes. You can turn a frustrated customer into a Box advocate. You are smart, resourceful and charismatic. You communicate issues to engineers on a technical level yet speak clearly to customers. You are a self starter and can easily motivate yourself when given a project or a task. You are excited by the idea of revolutionizing how a company resolves its customers' technical needs at scale.
WHAT YOU'LL DO- 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!)
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.
At Box, we believe unique and diverse experiences benefit our culture, our products, our customers, our company, and our world. We aim to recruit a passionate, high-performing workforce that reflects the world we live in.If you are head-over-heels about this role but unsure if you meet all the requirements, we encourage you to apply!
