Senior Technical Account Manager, AI & Enterprise

Box; New York (NY); On-site; USD 97,000 - 120,000; Full time

Job summary

Box is seeking a Technical Account Manager to advocate for strategic customers, understand their Box usage, and guide implementation and optimization of Box products. You will engage with stakeholders, review health metrics, and drive best practices across the account team.

You will partner with customer success, engineering, and product to ensure scalable support for top accounts, including AI-enabled workflows and roadmap influence.

Qualifications

• 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

Skills

Technical support

Account management

SQL

APIs

MDM

AI/ML exposure

Box product knowledge

Job description

Box is seeking a Technical Account Manager to advocate for strategic customers, understand their Box usage, and guide implementation and optimization of Box products. You will engage with stakeholders, review health metrics, and drive best practices across the account team.

You will partner with customer success, engineering, and product to ensure scalable support for top accounts, including AI-enabled workflows and roadmap influence.