Strategic Accounts Product Representative

Diabolocom is the leading European sovereign cloud contact center (CCaaS) and customer experience management (CX) platform. It helps organizations transform customer experience by augmenting agents' capabilities through AI-human collaboration, automating routine customer interactions, and delivering personalized experiences at scale. Built on proprietary AI, private cloud, and native telecom infrastructure, the platform automates workflows, improves data quality, and empowers customer service and sales teams across every channel.

Backed by more than two decades of experience and twice recognized by Frost & Sullivan for AI technology innovation and customer experience technology leadership, Diabolocom is trusted by more than 400 organizations—including BPCE, Carrefour, Nikon, and Mitsubishi—to power mission-critical customer operations in over 60 countries, helping organizations strengthen customer loyalty and accelerate growth.

About the role

We are looking for a Strategic Accounts Product Representative to strengthen the relationship between our Product organisation and our largest enterprise customers, as well as support major commercial opportunities across our products.

In this role, you will act as the primary Product interface for selected strategic accounts, helping customers understand our Product capabilities, direction and commitments while ensuring their needs are clearly understood and effectively translated into actionable Product insights.

You will work closely with Account Managers, Sales, Product Owners, Engineering and Delivery teams to connect customer expectations with our Product strategy, identify opportunities shared across multiple customers, and provide clear visibility on Product scope, dependencies and roadmap maturity.

This is a highly transversal, customer-facing role at the intersection of Product, business and technology. You will engage with stakeholders ranging from operational teams to senior executives, build a deep understanding of their business challenges, and help our Product organisation make better-informed decisions.

Your main responsibilities will include:

• Building trusted Product relationships with strategic customers: Act as their main Product point of contact, in close coordination with Account and Project managers, clearly communicate product capabilities, strategic direction, constraints and trade-offs to stakeholders at every level.

• Turning customer needs into Product insights: Qualify requests based on customer impact, business value, urgency, recurrence and strategic relevance. Identify common challenges across accounts and work with Product Owners and the Head of Product to surface broader Product opportunities.

• Ensuring clear and reliable Product commitments: Maintain a consolidated view of Product commitments for strategic accounts, including scope, ownership, dependencies, status and confidence level. Ensure that customer-facing communications reflect internally validated product and delivery plans.

• Bridging customers and internal teams: Coordinate Product Owners and relevant internal stakeholders to answer complex customer questions, clarify functional scope and address cross-product dependencies. Ensure changes to scope, timing or assumptions are communicated proactively.

• Leading customer discovery and understanding business needs: Participate in or lead Product discovery workshops with strategic customers to understand their workflows, business challenges and expected outcomes. Challenge solution-driven requests where necessary to identify the underlying business problem.

• Contributing to major commercial opportunities: Coordinate the Product contribution to strategic tenders, RFPs and major sales opportunities, ensuring that Product information, capabilities, limitations and proposed commitments are accurate and aligned internally.

• Sharing customer and market intelligence: Develop an understanding of customers' industries, business models and relevant regulatory constraints. Bring these insights back to Product and help Sales, Customer Operations and other teams communicate Product decisions consistently.

What we're looking for

We are looking for someone who combines strong customer-facing skills with a solid understanding of Product and technology. You can navigate complex enterprise environments, understand business challenges, communicate with technical and non-technical stakeholders, and bring structure to discussions involving multiple teams and competing priorities.

Your experience and skills:

• Significant experience in a customer-facing B2B technology environment, ideally within a SaaS company, enterprise software vendor or fast-growing technology business.