Technical Account Manager

**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-