Manager, Technical Account Management
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
Box is looking for a driven and detail-oriented manager to mentor, lead, and grow the rapidly expanding Technical Account Manager team. TAMs are responsible for a number of assigned accounts, ensuring those customers are extracting the most optimal value out of their Box investment. They are a core part of the account team, backed by a dedicated support staff, and are highly focused on providing a white-glove experience to our most strategic customers. The TAM manager will be responsible for all US-based TAMs and TAM accounts aligned to the program. This person will develop talent on the team, hire based on forecasted growth, and optimize process and internal tools to ensure our TAMs can provide the best possible service in the most efficient way.
WHO YOU ARE
You have a great track record leading teams and translating complex technical issues into tangible solutions. A great collaborator, you work well with cross-functional teams to align on goals and ensure your group of TAMs understand their scope. You are organized and can track multiple moving parts of a fast-growing team. You're a strong leader who can align a team to a single mission while also working with each individual to ensure they're working at their highest level. Finally, you are excited by the idea of revolutionizing how a company resolves its customers' technical needs at scale.
WHAT YOU'LL DO
Lead and develop a team of TAMs, building team cohesion, vision, and purpose while balancing the needs of a unique, strategic customer segment
Build a team that gains trusted advisor status with key business and technical decision-makers
Prevent churn and promote growth and renewal of customers in their Box instance
Drive progress on escalations, support tickets, and advocate for feature requests
Ensure consistency on delivery of best practices and creative solutions to our customers with a shared focus on maximizing ROI of Box products
Monitor and identify trends in Box adoption and utilization, Success Plan adoption and utilization, and provide guidance as part of quarterly success reviews alongside Customer Success Manager
Own the customer experience and outcomes while empowering the team to do the same
Create a structure to define TAM success via establishing processes and procedures including Key Performance Indicators
Develop clear OKRs (Objectives and Key Results) for the team, and development plans for individual contributors
QUALIFICATIONS
5+ years of people leadership, technical operational service / technical support teams, and programs (preferably in high-growth technology companies)
Ability to motivate and manage the performance of technical teams and individuals with a hands-on, influential leadership style
Executive presence and confidence to manage executive relationships internally and with the customer to create business transformation.
Strong communication skills, including technical and business concepts, and experience working with and presenting to customer C-level executives plus stakeholder management
Ability to build a network internally and externally to support the team’s success
Strong communication skills and imaginative, bold thinking in all situations
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, or disability status.
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 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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