Technical Account Manager

Outsight's software solutions track the motion of people and vehicles using 3D LiDAR data. Operators of transportation hubs like airports and train stations but also sport venues, road infrastructures and industrial sites can now access accurate and anonymous Spatial Intelligence data, in order to improve operations and increase user safety and satisfaction. Our international team of scientists and engineers drive the development of our solutions from Paris, San Francisco, Sophia-Antipolis (Nice) & Hong Kong. To support our global outreach, we also operate a commercial office in Spain.
You can find below an interesting link about who we are and what we do : Insights about Outsight Our Passenger Flow Traffic Monitoring solution is trusted by the world's leading airports and train stations across four continents, including the most renowned hubs celebrated for their operational excellence and exceptional passenger experience.  We also deploy our solutions in other markets such as Tourism, Retail and Sports. Additionally, our Car Traffic Remote Monitoring product is trusted by several Tier 1 customers, including BMW.

Context
The Team and the Role Joining the Customer Success team, you will be the key technical liaison for our most strategic clients and partners globally. This role is crucial for ensuring the stability, performance, and successful adoption of the Outsight solution after the initial sale and deployment. You will be the technical face of Outsight, translating complex client needs into clear action plans for our internal R&D and Support teams.
Reporting to: Manager Customer Success The Technical Account Manager (TAM) is the privileged technical point of contact and the go-to product expert for a portfolio of strategic clients and partners. Your mission is to ensure the operational excellence of our Outsight solution on the client side, guarantee a high level of technical satisfaction, maximize feature adoption, and coordinate the communication during the resolution process for critical incidents. You are the custodian of the technical health of the client account. Responsibilities The TAM concentrates on three major areas: strategic communication, follow-up management, and external stakeholder oversight.
A. Strategic Incident Monitoring and Communication (Focus on Observation & Facilitation)
Client Communication Owner: Serve as the strategic communication point for key clients during technical incidents. Maintain full transparency by providing proactive and clear status updates to stakeholders.
Process Orchestration: Proactively monitor the status of high-priority tickets across internal teams (Support, R&D). Act as the client advocate internally, ensuring the resolution process moves forward efficiently without direct technical intervention.
SLA and Process Compliance Monitoring: Proactively track and ensure internal adherence to contractual SLAs and support lifecycle defined in the client agreements.   B. Product Expertise, Reporting & Continuous Improvement
Technical Expertise: Maintain an in-depth knowledge of the Outsight solution's architecture, its APIs, and its technical use cases. Proactive Reporting: Establish and present regular technical reports (Operational Reviews) to clients (incident summaries, trends, system performance, action plans). Product Feedback: Consolidate and transmit client technical feedback and evolution needs to the Product and R&D teams, ensuring the business priority and technical feedback are clearly understood by the Product and R&D teams. Technical Monitoring: Inform clients of major updates, technical migrations, and best practices for utilization.   C. Partner and Subcontractor Monitoring
External Partner Governance: Serve as the technical communication interface for partners and subcontractors, assuring the respect of agreed-upon contractual processes (deployment, support lifecycle, quality). Performance Review: Organize regular technical reviews with these entities to validate the quality of their deployments and first-level support. Training: Participate in the technical upskilling of partners on new features and Outsight's deployment methodologies.

Requirements for the role
A. Experience   Higher education (Master's degree in Engineering, Computer Science, or equivalent technical background) is a strong plus. Candidates demonstrating deep relevant experience will be considered, regardless of educational background. Minimum 3 to 5 years of experience in a similar role (TAM, Technical Consultant, L2/L3 Support Engineer), ideally in B2B SaaS. Experience in managing complex technical projects and interacting with C-Level stakeholders.   B. Technical Skills (Hard Skills)   Technical Ecosystem Knowledge: Strong understanding of software architectures, APIs, databases, and cloud computing concepts. Diagnostics: Strong understanding of diagnostic methodologies and the ability to interpret technical information provided by L2/L3 teams to communicate effectively with the client. Tool Proficiency: Experience with ticketing tools (Jira), CRMs (Hubspot)   C. Personal Qualities (Soft Skills)

Educational Communication: Excellent communicator, capable of translating complex technical concepts into clear language for non-technical decision-makers. Customer Service Mindset: Driven by client satisfaction and possessing great empathy to understand the business impact of technical problems. Rigor and Organization: Extremely rigorous in follow-up, capable of managing multiple priorities simultaneously. Proactivity: Ability to anticipate technical problems before they become critical. Languages:Fluent technical English is essential (written and spoken). French is a plus

Why join us? 
A fast-growing leader in the burgeoning field of 3D Edge AI software (73 patents filed, many customers all around the world), awarded the 2023 Edge AI and Vision Product of the Year, among many others. The opportunity to work in an international start-up on the rise with significant resources and high growth, working with dynamic, experienced and multidisciplinary teams. A position in which you can grow quickly and express your creativity & potential. Working with visionary and passionate management.    
Outsight is an Equal Employment Opportunity employer that pursues and hires a diverse workforce. Outsighters don't make employment decisions on the basis of race, color, religion, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military status, or any other basis protected by local, state, or federal laws. Outsight also strives for a healthy and safe workplace, and prohibits harassment of any kind. If you have a disability or special need that requires accommodation, please let us know.   We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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