Strategic Technical Account Manager AI & Cloud SaaS

Box; Boston (MA); Hybrid; USD 97,000 - 120,000; Full time

Job summary

Box is seeking a Technical Account Manager to empower strategic customers by delivering white-glove support, deep product knowledge, and proactive problem-solving at scale.

You will collaborate with customer success and engineering teams, drive AI use cases, and influence product roadmaps while managing complex, multi-account engagements. This role requires strong communication and cross-functional leadership.

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 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

5+ years exp

SQL

Open APIs

MDM Solutions

Problem solving

PM skills

SAML/OAuth

Attention to detail

API scripting

AI/ML experience

Box user

Tools

Box platform APIs

Job description

Box is seeking a Technical Account Manager to empower strategic customers by delivering white-glove support, deep product knowledge, and proactive problem-solving at scale.

You will collaborate with customer success and engineering teams, drive AI use cases, and influence product roadmaps while managing complex, multi-account engagements. This role requires strong communication and cross-functional leadership.