Technical Account Manager

Technical Account Manager M/F/X

With more than 1.6 million customers worldwide, OVHcloud is the European leader in cloud computing and the 3rd largest Internet hosting provider in the world. Our company employs more than 2900 people and our teams are growing rapidly, in France and internationally. With 42 datacenters and a commercial presence on 4 continents, we manufacture our own servers and control our entire industrial chain.

We defend an innovative and different cloud, which respects the European values of freedom of choice, transparency, openness to standards and protection of privacy.

In order to support our growth, we are constantly looking for new talented team members who share our values and ambitions.

Within your #OneTeam

We are looking for a Technical Account Manager for our Customer Services department which  provides advice, listens and offers solutions to our customers. Our customer service teams are essential to ensure a service that meets our quality requirements.

The Customer Success entity at OVHcloud is a team of professionals and experts that plays a crucial and central role in supporting our large account customers in the adoption and use of our solutions.

As a Technical Account Manager, you will be required to put your relational and technical skills into practice to help bring customer success: support in getting started with our tools and services, development of operational activity, governance, technical advice on OVHcloud services, and feedback on future needs.

Working closely with Customer Success Managers and sales team, the TAM’s primary role is to ensure customer satisfaction and retention.

Your main responsibilities

• Manage large account customer activity (onboarding, operational activity monitoring, growth, capacity management, new needs, governance).
• Act as your customer’s trusted advisor and support their business development using OVHcloud solutions.
• Analyze and direct new opportunities to sales and/or technical teams.
• Ensure delivery and integration of new infrastructure and services.
• Help your customers optimize their costs.
• Ensure that the contract is executed correctly.
• Establish KPI dashboards and review (SLAs, service tracking).
• Lead/contribute to various committees (operational follow-up, projects and strategic).
• Helping customers secure their infrastructure hosted at OVHcloud.
• Be the customer’s internal ambassador.
• Manage internal teams cross-functionally: CSM, pre-sales, sales, support, Professional Services, Product Management, etc.
• Participate in improving internal processes and best practices (incident, problem, changes, delivery, requests for improvements management).
• Lead crisis units during major incidents involving the customer and various technical teams.

At OVHcloud, we encourage boldness and initiative. Beyond these missions, we expect you to be proactive and to contribute to the continuous improvement of your scope.

Your future impact

In 6 months you will have accomplished

• The OVHcloud, product and role onboarding.
• Your integration into the Customer Success team and your home office.
• The shadowing activities with your buddy.
• The taking over of your customer portfolio.

And in 1 year you will have mastered

• The majority of OVHcloud products and processes.
• The management of your entire customer portfolio.
• Cross-functional activities within the Customer Success team.

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Skills required

• You are dedicated and want to have a positive impact on your internal and/or external contacts.
• You are open to the world and working in an international context is important aspect to you.
• You’re autonomous and able to work in a fast-paced environment.
• You are organized, disciplined, and have a good team spirit.
• You are able to produce quality documentation in English.
• You are a very good communicator and have a strong appetite for customer relations.
• You collaborate easily with cross-functional teams.
• You can identify technical issues and implement appropriate action plans.
• You are autonomous and know how to take initiative.
• Want to learn on a daily basis.

Your qualifications 

• You have a very good knowledge of cloud products and technologies.
• You are familiar with OVH products and services.
• You are comfortable in English, both written and spoken.

Your experiences

• You have at least 5 years of experience in a customer-facing role, in relation to program management or in supporting transformation projects.
• You have experience in customer support in any of these areas: operations (launch, capacity management, release management), technical support, escalation management, IT consulting.
   

Non-core competencies

• You have an ITIL certification.
• You have systems administration skills (Linux, VMware ESXi, MS Server).