Technical Account Manager

Scaleway; Paris; Hybride; EUR 45 000 - 70 000; Plein temps

Avantages offerts par ce poste

Jours de télétravail

Repas sains fournis

Accès à une salle de sport

Mobilité interne au sein du groupe Iliad

Résumé du poste

Scaleway, un leader dans le domaine des infrastructures cloud, recherche un Technical Account Manager pour renforcer son équipe Customer Excellence. Dans ce rôle, vous serez le point de contact de vos clients stratégiques et vous assurerez un support technique de haut niveau, en collaborant avec différentes équipes au sein de l'entreprise. Vous contribuerez à l'amélioration continue des services et à la satisfaction client dans un environnement dynamique et international.

Qualifications

• Expérience en support technique ou en success client, de préférence avec des clients d'entreprise.
• Capacité à relayer des problèmes techniques clairement.
• Bilingue en anglais et en français.

Responsabilités

• Assurer le traitement des tickets de support pour les clients premium.
• Agir en tant que point de contact pour les ventes et les attentes techniques.
• Organiser des réunions techniques avec les clients assignés.

Connaissances

Gestion des incidents

Communication technique

Support client

Compréhension des infrastructures cloud

Formation

Expérience pertinente en support technique ou gestion de comptes

Description du poste

2 days ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

OUR STORY:

Join Scaleway and shape the sovereign cloud of tomorrow !

Since 1999, we have been designing secure, sustainable infrastructures aimed at supporting the most ambitious companies.

Historically known for our dedicated servers (Dedibox), we made a strategic shift to cloud computing in 2015. Staying true to our principles of simplicity, flexibility, and technical excellence, we have become one of the leading players in Europe in the sector.

With the rise of artificial intelligence, we have strengthened our commitment, supported by the Iliad Group, which is investing €3 billion to develop a serious, sovereign AI alternative to American and Asian giants.

Every day, thanks to our rich catalog of products and services (bare metal, containerization, serverless, AI, etc.), Scaleway proudly serves 38,000 private and public sector clients, from Photoroom to Mistral AI, Golem AI, and ADEME.

Our offices are located in Paris, Lille, Toulouse, Bordeaux, and Lyon.

WHY WE NEED YOU ?

Our growth is driving us to strengthen our Customer Excellence team to ensure our strategic customers receive top-tier technical support and account guidance.

Your mission will be to act as a trusted advisor and representative of your clients within Scaleway, in order to elevate their experience and foster long-term partnerships.

YOUR FUTURE TEAM

We work in a collaborative and international environment where the diversity of Scalers, combined with a spirit of sharing, helps bring new projects to life every day, advancing our ambitions together.

You will be part of a team of Technical Account Managers focused on premium customer success. The team works cross-functionally with engineering, product, and sales to ensure top-notch support and continuous improvement of our service offering.

Manager information: You will report to Pierre-Antoine PAGANELLI, who has evolved within Scaleway for over 10 years, progressing through multiple roles including L1, L2, L3 support, TAM, and Tech Elite.

️ YOUR DAILY ROUTINE

• Ensure that all support tickets from customers with Gold or higher service levels are addressed promptly and thoroughly
• Monitor and guarantee the quality of service delivered to premium customers
• Act as a point of contact for Sales (SDR, AE, CSM) to support prospect onboarding and align on technical expectations
• Serve as the internal voice of strategic clients within Scaleway to inform product and support improvements
• Lead regular technical meetings with assigned customers, including Quarterly Technical Reviews and monthly checkpoints
• Facilitate onboarding sessions for new clients with Gold or higher SLAs, including documentation and knowledge sharing
• Maintain a structured and pedagogical communication style with both clients and internal stakeholders
• Propose enhancements or new features to better meet client needs
• Organize one in-person client meeting per year (when feasible and approved by management)
• Collaborate on incident impact reviews and reporting, including charge analysis and recurrence tracking
  
  
  
  

About You
HARDSKILLS:

Strong understanding of cloud infrastructure and managed services

Proven experience in technical support or customer success roles, ideally with enterprise clients

Excellent incident and ticket management skills

Ability to interpret and relay technical issues clearly to both engineers and non-technical stakeholders

Fluency in English and French

SOFTSKILLS:

Methodical and structured communicator, able to educate and adapt based on the audience

Customer-first mindset and strong sense of ownership

Open, approachable, and collaborative attitude

Ability to synthesize and escalate client needs internally

Proactive in identifying areas of improvement and proposing solutions

WHAT YOU WILL FIND AT SCALEWAY ++++

Hybrid work: We offer up to 3 days of remote work per week.

Offices: Our offices are spacious, dynamic workspaces with bold design, conveniently located near public transport. Most of our offices feature outdoor spaces (terraces) and bike parking facilities.

Dinning: Our chef provides a healthy meal service at the headquarters, and breakfast is available across all our sites year-round. Scalers working from regional sites enjoy a Swile card for lunches.

Well-being commitments: Whether it’s access to a gym, daycare places, or discounted services for caring services, Scaleway is committed to supporting Scalers in maintaining a balanced life.

International environment: With dozens of nationalities, Scaleway offers a stimulating environment where English is as widely spoken as French.

Career & Mobility: Our managers value internal mobility, and opportunities to transition to other entities within the Iliad Group are accessible to all Scalers.

Why join the Scaleway adventure ?

A rich and diverse product offering: Scaleway offers over 100 public cloud products in IaaS, PaaS, and AI.

A cutting-edge technical environment: Scaleway provides modern infrastructures, including high-performance bare metal servers, to tackle exciting technical challenges.

Commitment to responsible cloud: Scaleway is dedicated to a more responsible cloud, with data centers powered solely by renewable energy since 2017, minimizing our ecological footprint and holding top-level certification.

THE NEXT STEPS …

Discovery call with a recruiter (30 min)

Interview with the manager to understand your technical skills and approach to the role (45 min)

Technical interview to validate your expertise (1h)

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Sales and Business Development

• Industries

  Software Development

Referrals increase your chances of interviewing at Scaleway by 2x

Get notified about new Technical Account Manager jobs in Paris, Île-de-France, France.

KASCM - Key Account Supply Chain Manager

Responsable grands comptes (Key account manager)

Puteaux, Île-de-France, France 3 weeks ago

Puteaux, Île-de-France, France 2 weeks ago

Senior Technical Account Manager - Scibids AI

Senior Technical Account Manager / Presales Engineer

Clichy, Île-de-France, France 3 weeks ago

Customer Success Manager E-Commerce - NielsenIQ Digital Purchases

Principal Customer Success Manager (12 month fixed term contract)

Customer Success Manager BtoBtoC H/F F/H

Customer Success Manager - FMCG - E-commerce - Digital Shelf

Customer Success Manager - France and Benelux

Gentilly, Île-de-France, France 1 week ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.