Diabolocom is the leading sovereign solution in Europe for cloud contact centres (CCaaS) and customer experience management. It transforms the customer relationship by combining AI and human expertise, automating recurring requests and personalising interactions.

Built on proprietary AI, a private cloud and native telecom infrastructure, the platform automates operational workflows, improves data quality and supports teams on every channel.

With more than twenty years of experience and doubly awarded by Frost & Sullivan for its innovation in AI and its leadership in customer experience, Diabolocom supports more than 400 companies, including BPCE, Carrefour, MAIF and Mitsubishi, in more than 60 countries for their strategic operations.

About this role:  

As a Technical Account Manager (TAM), a role combining the tasks of an Account Manager and a Project Manager and reporting to the Customer Operations team and more specifically to the Account Management team, you play a central role in the relationship with your customer portfolio, for which you will be the preferred technical and commercial contact.

You proactively support them in the implementation, configuration and optimisation of our contact centre and artificial intelligence solutions, constantly ensuring their satisfaction and the effective resolution of their business challenges.

You will be responsible for managing and developing the commercial side of your customer portfolio, ensuring their satisfaction and loyalty. You will support customers in adopting the solution and in identifying new commercial opportunities (upsell, cross-sell), for which you will handle every stage from demonstration to technical set-up. 

At Diabolocom, your main missions will be: 

• Advanced technical configuration: Support customers in the configuration and optimal use of our application and telecom solutions.

• Customer portfolio management: Build a relationship of trust with the customer's technical and business teams.

• Internal coordination: Work in close collaboration with the Account Management, Project Management, Product, Training and Support teams on cross-functional topics.

• Opportunity detection: Identify additional needs and contribute to the development of the overall customer portfolio through the detection of upsell and cross-sell.

• Satisfaction monitoring: Set up and follow action plans to maximise customer satisfaction and use of our services.

• Continuous improvement: Be a source of proposals for internal teams to improve our products and services based on customer feedback.

You are suited to the role if: 

• You hold a Bac+4/5 degree in a relevant technical discipline, or equivalent experience 

• You can point to 1 to 3 years of experience as a TAM, Support Engineer, Technical Consultant or equivalent in a SaaS or technology environment, including mastery of APIs 

• You demonstrate excellent command of French and professional English (spoken and written)

• You have experience supporting accounts autonomously 

• You have an appetite for commercial topics

• You show excellent organisational and prioritisation skills, to manage a customer portfolio efficiently and with full autonomy

• You have very good communication skills, both spoken and written, with the ability to explain technical topics clearly to a wide range of people.

• You demonstrate interpersonal ease and a customer service mindset, to build a lasting relationship of trust

What you will enjoy at Diabolocom:

• You will benefit from a complete onboarding programme to discover our product, our teams and our culture!

• You will have the opportunity to work in a multicultural environment

• We provide first-class IT equipment

• Our offices are located in the heart of Paris, 100 metres from the Opéra Garnier!

• Remote working possible: up to 2 days per week

• Meal vouchers: €11 / day on your Swile card

• Team building events in destinations such as Corsica, Marrakech or Djerba

• You will join a company at a key moment in its growth, with many opportunities to seize

• You will have the chance to join a team large enough to grow, but small enough for your impact on the company's success to be real!

Interested in this opportunity?
Let's talk! We would be delighted to learn more about you!

Recruitment process:

- A call with the Talent Acquisition Manager in charge of the role if your CV matches our expectations for the position. You can discuss: your experience, your expectations, why you are interested in Diabolocom (45/60 min)

- A video call with Axel, Senior Project Manager, to test your technical knowledge (45 min)

- An on-site meeting with Virginie, Technical Account Manager, and Audrey, Head of Project Management, for a practical scenario and a discussion on your cross-functional and commercial skills (60 min).

- The process will conclude with a discussion with Constance, Head of Customer Operations and your future manager (30 min)