Jobbeschreibung
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 Technical Account Manager's primary role is to ensure customer satisfaction and retention.
- 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.
In 6 months you will have completed:
- 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 master:
- The majority of OVHcloud products and processes.
- The management of your entire customer portfolio.
- Cross-functional activities within the Customer Success team.
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 both German and 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.
Non-core competencies
- You have an ITIL certification.
- You have systems administration skills (Linux, VMware ESXi, MS Server).