Associate Technical Account Manager - Box

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 100,000+ businesses, including many top Fortune 500 companies who trust our secure collaboration platform to manage the entire content lifecycle.

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.   

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

• 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

WHO YOU ARE

• 5+ years in a Technical Support role or Account Management equivalent

• SQL Knowledge

• 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

• High attention to detail and ability to troubleshoot

• API Scripting

• 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 2 days per week, with a focus on Tuesdays and Thursdays. Your Recruiter will share more about how we work and company culture during the hiring process.

Head-over-heels about this role — but not sure you meet all the requirements? Apply anyway! Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Box, we take a big-picture approach to hiring that fosters authenticity, diversity, and inclusion. If you're passionate about this opportunity, chances are, you shine pretty bright.

BENEFITS 

• Visit this webpage to check out all of our exciting healthcare benefits: https://join.collectivehealth.com/box

• For all other benefits, please check out: Box Benefits + Perks 

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.

Box makes reasonable accommodations for applicants with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, please complete this form Reasonable accommodations may include scheduling adjustments, document dictation and beyond.

For details on how we protect your information when you apply, please see our Personnel Privacy Notice. If you are a California-resident, please read our California Applicant & Candidate Privacy Notice here.