Technical Account Manager Team Leader

About Us

Orange Business is a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business. Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

Role Overview

About the role

The Lead Technical Account Manager (Lead TAM) 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 Lead TAM 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 Lead TAM 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

Team Development & Enablement

Strategic & Process Responsibilities

About You

Key Qualifications & Skills :

What We Offer

Only Your Skills Matter

Regardless of your age, gender identity, race, ethnic origin, religion / belief, sexual orientation, marital status, neuroatypia, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer : don't hesitate to tell us about your specific needs.

Skills Required

Microsoft Teams, Cisco Webex, Video Conferencing, Genesys, Voip, b2g, Nice, Itil