Technical Account Manager

Box•Chicago, IL

2d•Hybrid

About The Position

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.

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