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Client Success Technical Manager
vor 3 Monaten
Position: Technical Account Manager M/F/X
Overview
As a vital member of our #OneTeam, we are seeking a Technical Account Manager within our Customer Services division. This team is dedicated to providing expert guidance, attentive listening, and effective solutions tailored to our clients' needs. Our customer service teams play a crucial role in delivering services that align with our high-quality standards.
The Customer Success division at OVHcloud comprises skilled professionals and specialists who are instrumental in assisting our large account clients with the adoption and effective utilization of our solutions.
In the role of Technical Account Manager, you will leverage your interpersonal and technical expertise to foster customer success. This includes facilitating onboarding with our tools and services, overseeing operational activities, governance, providing technical guidance on OVHcloud offerings, and gathering insights on future requirements.
Collaborating closely with Customer Success Managers and the sales team, your primary objective will be to enhance customer satisfaction and ensure retention.
Key Responsibilities
- Oversee the activities of large account customers, including onboarding, operational monitoring, growth strategies, capacity management, and governance.
- Serve as a trusted advisor to your clients, aiding their business development through OVHcloud solutions.
- Identify and direct new opportunities to sales and/or technical teams.
- Ensure the successful delivery and integration of new infrastructure and services.
- Assist clients in optimizing their costs.
- Guarantee the proper execution of contracts.
- Develop and review KPI dashboards (SLAs, service tracking).
- Lead or contribute to various committees focused on operational follow-up, projects, and strategic initiatives.
- Support clients in securing their infrastructure hosted at OVHcloud.
- Act as the internal ambassador for your clients.
- Coordinate cross-functional teams, including CSM, pre-sales, sales, support, Professional Services, and Product Management.
- Engage in the enhancement of internal processes and best practices (incident, problem, change, delivery, and improvement request management).
- Lead crisis management teams during significant incidents involving clients and various technical departments.
At OVHcloud, we value boldness and initiative. Beyond these responsibilities, we anticipate your proactive contribution to the continuous improvement of your area.
Your Future Impact
Within six months, you will have achieved:
- Comprehensive onboarding for OVHcloud products and your role.
- Successful integration into the Customer Success team and your home office.
- Completion of shadowing activities with your assigned buddy.
- Assumption of responsibility for your customer portfolio.
And within one year, you will have mastered:
- A significant understanding of OVHcloud products and processes.
- Effective management of your entire customer portfolio.
- Cross-functional collaboration within the Customer Success team.
Required Skills
- A commitment to making a positive impact on both internal and external stakeholders.
- An appreciation for working in an international context.
- Ability to work autonomously in a fast-paced environment.
- Strong organizational skills, discipline, and a collaborative team spirit.
- Proficiency in producing quality documentation in both German and English.
- Excellent communication skills with a strong focus on customer relations.
- Ability to collaborate effectively with cross-functional teams.
- Capability to identify technical challenges and implement suitable action plans.
- A proactive approach to learning and taking initiative.
Preferred Qualifications
- ITIL certification.
- Systems administration experience (Linux, VMware ESXi, MS Server).
