Technical Account Manager Team Leader

Votre rôle

Role Overview

The Technical Account Manager Team Leader (TAM Team Leader) is a senior role within the Technical Account Management team. In addition to managing end-to-end customer services across UC and CC solutions, including B2G, Business Talk (BT), Cisco Webex, Microsoft Teams, Video, Genesys, Nice, and more - similar to a TAM - the TAM Lead also takes on leadership, coordination, and representation responsibilities. This role ensures operational excellence, represents the team in cross-functional forums, supports new joiners, drives process improvements, and audits the quality of service delivered by other TAMs.

As the remote manager’s key delegate, the TAM Lead plays a crucial role in representing the team in physical events, interlocking with other managers and HR representatives, and leading strategic objectives that contribute to the transformation and success of the TAM function.

Key Responsibilities

Customer & Service Ownership (TAM role base):

• Own and manage end-to-end service delivery and lifecycle—from onboarding through steady state to evolution—ensuring high satisfaction and strategic alignment.
• Deliver expert consultancy across UC and CC solutions. Guide customers on service integration, feature adoption, and business alignment.
• Provide technical and service leadership, ensuring high quality delivery, proactive monitoring, and effective issue resolution.
• Monitor and coordinate critical incidents and crisis situations. Act as escalation lead, ensure RCA follow-up, and drive permanent resolution.
• Conduct regular service reviews and success planning sessions with customers. Recommend service evolution, upsell opportunities, and roadmap alignment.
• Support customer success planning, service adoption, and upsell initiatives.

Leadership & Representation:

• Represent the TAM team in physical customer meetings, workshops, and organizational events.
• Act as the delegate of the team manager in specific forums, committees, or escalations.
• Build strong interlocks with other managers, transversal teams.
• Act as escalation leader by taking ownership of high-impact escalations, coordinating between technical teams, service management, and customers.
• Represent the team in transformation programs and change initiatives, ensuring TAM perspectives are considered.
• Promote the TAM team’s value by showcasing success stories, best practices, and innovative approaches internally and externally.
• Drive a collaborative, customer-centric culture within the team, representing and reinforcing organizational values.
• Step in on behalf of the manager for performance reviews and strategic planning sessions when required.
• Facilitate knowledge-sharing sessions, internal workshops, and cross-team collaboration forums to strengthen TAM capabilities.

Team Development & Enablement:

• Mentor and enable new joiners, ensuring smooth onboarding and integration into the team.
• Share best practices, technical expertise, and customer engagement techniques.
• Track, coach, and develop team members toward high performance and customer satisfaction.

Strategic & Process Responsibilities:

• Lead and monitor the delivery of team strategic objectives.
• Identify, propose, and implement process improvements and interlock enhancements.
• Conduct audits and quality checks on TAM deliverables (reports, RCAs, success plans, etc.).
• Drive consistency in customer engagement and service management practices.
• Own and publish consolidated reporting and insights for team and management visibility.

Votre profil

Key Qualifications & Skills:

• 10+ years of experience in UC/CC domain
• Proven experience as a TAM or equivalent role.
• Proven experience with a broad mix of technologies, including at least several from the following: B2G, BT, WebEx, Microsoft Teams, Video conferencing, Genesys, Nice, VoIP, or other UC/CC solutions.
• Experience working in ITIL-driven environments with an understanding of incident, change, and release processes
• Demonstrated ability to lead without direct authority, mentoring peers and guiding new joiners.
• Excellent communication, negotiation, and presentation skills.
• Strong organizational and reporting capabilities.
• Ability to manage multiple priorities, drive continuous improvement, and influence stakeholders.
• Proactive, customer-focused mindset with strong conflict and crisis management skills.
• Excellent and fluent in English language & French is an asset.
• V. Good communication (written and spoken).

Le plus de l'offre

• Global opportunities: Work in multi-national teams with the opportunity to collaborate with colleagues and customers from all over the world
• Flexible work environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working)
• Professional development: training programs and upskilling/re-skilling opportunities
• Career growth: Internal growth and mobility opportunities within Orange
• Caring and daring culture: health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events
• Reward programs: Employee Referral Program, Change Maker Awards

Entité

Global Delivery and Operations

Contrat