Technical Account Manager

Box

  • Full Time

WHAT IS BOX?

Box is the market leader for Cloud Content Management. Our mission is to power how the world works together. Box is partnering with enterprise organizations to accelerate their digital transformation by creating a single platform for secure content management, collaboration and workflow. We have an amazing opportunity to further establish ourselves as leaders in the space, and we need strong advocates to help us achieve that goal.

By joining Box, you will have the unique opportunity to help capture a majority of this developing market and define what content management looks like for the digital enterprise. Today, Box powers over 100,000 businesses, including 70% of the Fortune 500 who trust Box to manage their content in the cloud.

WHY BOX NEEDS YOU

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 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 ARE

You 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 – 6-8 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

  • Work 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

  • Champion and advocate for the customer within Box – you are the voice of the Customer

  • 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

  • Proactive problem-solver with the ability to execute at both the tactical and strategic level

  • Ability to thrive in a high growth, fast paced environment and adapt quickly to changing demands

  • Strong operational rigor and effective project management skills; able to drive cross-functional collaboration to achieve results

  • High attention to detail and ability to troubleshoot

  • SQL Knowledge Preferred

  • Experience with open APIs Preferred

  • Must be a Box user (it's free!)

BENEFITS 

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. Accommodations are available ‎throughout ‎the application process and an employee’s employment at Box.

HEALTH AND SAFETY

To promote the health and safety of all Boxers and our communities, in order to “Go to Work” at Box in the U.S., you must be Fully Vaccinated and “up to date” as defined by the CDC or have an approved accommodation. “Go(ing) to Work” at Box is defined as visiting a Box office, facility, or co-working site, visiting or meeting in person with fellow Boxers, Box clients and/or customers, vendors, or partners, engaging in business travel, and or participating in any Box-sponsored and/or related activity where others are present. If you are fully remote and do not “Go to Work,” the vaccination requirement is not applicable.  “Fully Vaccinated” means that an individual is at least two weeks past their final dose of an authorized COVID-19 vaccine regimen. If you are unable to get a vaccine due to a medical condition, a sincerely-held religious belief or another legally recognized reason, Box will consider requests for an accommodation.

For details on how we protect your information when you apply, please see our Personnel Privacy Notice.

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