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 & workflow. We have an amazing opportunity to further establish ourselves as leaders in the space, & 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 & 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 & detail-oriented manager to mentor, lead, & 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, & 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 & TAM accounts aligned to the program. This person will develop talent on the team, hire based on forecasted growth, & optimize process & 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 & translating complex technical issues into tangible solutions. A great collaborator, you work well with cross-functional teams to align on goals & ensure your group of TAMs understand their scope. You are organized & 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 & develop a team of TAMs, building team cohesion, vision, & purpose while balancing the needs of a unique, strategic customer segment

• Build a team that gains trusted advisor status with key business & technical decision-makers

• Prevent churn & promote growth & renewal of customers in their Box instance

• Drive progress on escalations, support tickets, & advocate for feature requests

• Ensure consistency on delivery of best practices & creative solutions to our customers with a shared focus on maximizing ROI of Box products

• Monitor & identify trends in Box adoption & utilization, Success Plan adoption & utilization, & provide guidance as part of quarterly success reviews alongside Customer Success Manager

• Own the customer experience & outcomes while empowering the team to do the same

• Create a structure to define TAM success via establishing processes & procedures including Key Performance Indicators

• Develop clear OKRs (Objectives & Key Results) for the team, & development plans for individual contributors

QUALIFICATIONS

• 5+ years of people leadership, technical operational service / technical support teams, & programs (preferably in high-growth technology companies)

• Ability to motivate & manage the performance of technical teams & individuals with a hands-on, influential leadership style

• Executive presence & confidence to manage executive relationships internally & with the customer to create business transformation.

• Strong communication skills, including technical & business concepts, & experience working with & presenting to customer C-level executives plus stakeholder management

• Ability to build a network internally & externally to support the teams success

• Strong communication skills & imaginative, bold thinking in all situations