Technical Account Manager, Scaleway
2 days a week in office
Complete cloud ecosystem
Job no longer available
Complete cloud ecosystem
501-1000 employees
Job no longer available
2 days a week in office
501-1000 employees
Company mission
To power our fast-growing global digital infrastructure in a smart, responsible and renewable way.
Role
Who you are
- 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
- 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 the job involves
- 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
- 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
- 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
Application process
- 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)
Our take
Cloud computing is fast increasing in popularity and use, and many companies are turning to the cloud in order to better their functions. Scaleway enables developers and businesses to build, deploy and scale their applications for the cloud, with a focus on providing a range of options so that clients can access exactly what they need.
Scaleway, which labels itself “the cloud of choice”, delivers fully managed offerings for bare metal, containerization, and serverless architectures. It is attractive especially to startups, as it offers more flexibility than alternate cloud providers, and it boasts a smooth developer experience, carbon-neutral data centers, and native tools for managing multi-cloud architectures.
Scaleway is used by over 25,000 businesses including Golem.ai and Aternos. Aligning with its focus on bringing the cloud to startups, the company has launched a “Startup Program” where participators can earn cloud credits as well as gaining access to technical expertise and masterclasses. Scaleway has also partnered with Clever Cloud, in order to deliver an efficient alternative to for the automation of app deployment, enriching the product catalogues of both companies.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
19% employee growth in 12 months
Company
Company benefits
- Yummy: Whether you're working at La Maison or in a Datacenter, you get fresh breakfasts and snacks everyday to provide the fuel you need to innovate.
- Events, Hackathons, & Tech talks: We do believe that peer-to-peer sharing is essential, so we provide media-training courses, event planning support and conference tickets. No more excuses!
- Company outings: Work hard, play hard! We have an in-house bar with a large choice of beverages and games. Plus, we organize memorable & engaging (virtual or not) team events at least twice a month.
- MacBook Pro or ThinkPad laptop: Choose your laptop, MacBook Pro or ThinkPad 15" on your first day to get your job done.
- Flexrything & Remote: We choose to work in a flex office environment to grow new collaborative ideas and practices. We work in small product oriented teams to focus & execute faster. We don't track working hours, what matters is what you get done.
- No diplomas required: At Scaleway, we don't care about your degrees, we only care about what you know. Your skillset will be evaluated in regard to your technical experiences and skills.
Company HQ
Madeleine, Paris, France
Leadership
Albane Bruyas
(CCO and COO (Not Founder))Previously Advisory Board Member at Alyx. Previously Operations Manager at Toshiba, Consultant at Harpagon and Purchaser at LVMH.
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