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Client Solutions Manager
vor 2 Monaten
Technical Account Manager M/F/X
About the Role
We are seeking a dedicated Technical Account Manager for our Customer Services division, which is committed to providing expert guidance, attentive listening, and effective solutions to our clientele. Our customer service teams are vital in delivering a service that aligns with our high standards of quality.
The Customer Success team at OVHcloud comprises skilled professionals and specialists who play a pivotal role in assisting our major account clients in leveraging and integrating our solutions effectively.
As a Technical Account Manager, you will utilize your interpersonal and technical expertise to drive customer success: facilitating onboarding with our tools and services, enhancing operational activities, overseeing governance, providing technical counsel 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 ensure client satisfaction and loyalty.
Key Responsibilities
- Oversee the activities of large account customers (onboarding, monitoring operational activities, growth, capacity management, new requirements, governance).
- Serve as a trusted advisor to your clients, aiding their business development through OVHcloud solutions.
- Identify and channel 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.
- Create and review KPI dashboards (SLAs, service tracking).
- Lead or contribute to various committees (operational follow-ups, projects, and strategic initiatives).
- Support clients in securing their infrastructure hosted at OVHcloud.
- Act as the internal ambassador for your clients.
- Coordinate cross-functional internal teams: CSM, pre-sales, sales, support, Professional Services, Product Management, etc.
- 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 teams.
At OVHcloud, we promote boldness and initiative. Beyond these responsibilities, we anticipate your proactive contribution to the continuous enhancement 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 your customer portfolio.
And within one year, you will have mastered:
- A significant portion of OVHcloud products and processes.
- Management of your entire customer portfolio.
- Cross-functional collaboration within the Customer Success team.
Required Skills
- You are committed and strive to make a positive impact on your internal and/or external contacts.
- You value openness to the world and find working in an international context essential.
- You are self-sufficient and capable of thriving in a fast-paced environment.
- You exhibit strong organizational skills, discipline, and a collaborative spirit.
- You can produce high-quality documentation in both German and English.
- You possess excellent communication skills and a strong enthusiasm for customer relations.
- You collaborate effortlessly with cross-functional teams.
- You can identify technical challenges and implement suitable action plans.
- You are independent and know how to take initiative.
- You have a desire to learn continuously.
Non-Core Competencies
- ITIL certification is a plus.
- Proficiency in systems administration (Linux, VMware ESXi, MS Server) is advantageous.
