Technical Account Manager
About The Position
Box (NYSE:BOX) is the leader in Intelligent Content Management. Our platform enables organizations to fuel collaboration, manage the entire content lifecycle, secure critical content, and transform business workflows with enterprise AI. We help companies thrive in the new AI-first era of business. Founded in 2005, Box simplifies work for leading global organizations, including JLL, Morgan Stanley, and Nationwide. Box is headquartered in Redwood City, CA, with offices across the United States, Europe, and Asia. By joining Box, you will have the unique opportunity to continue driving our platform forward. Content powers how we work. It’s the billions of files and information flowing across teams, departments, and key business processes every single day: contracts, invoices, employee records, financials, product specs, marketing assets, and more. Our mission is to bring intelligence to the world of content management and empower our customers to completely transform workflows across their organizations. With the combination of AI and enterprise content, the opportunity has never been greater to transform how the world works together and at Box you will be on the front lines of this massive shift.
Requirements
- 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!)
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
Benefits
- equity
- benefits
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
