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Strategic Accounts Product Representative
Diabolocom
Source: Headcount Labs · original listing ↗
Job data: Headcount Labs, ODbL 1.0. Job descriptions belong to their employers.
Posted Oct 21
About this role
Diabolocom is the leading European sovereign cloud contact center (CCaaS) and customer experience management (CX) platform. It helps organizations transform customer experience by augmenting agents' capabilities through AI-human collaboration, automating routine customer interactions, and delivering personalized experiences at scale. Built on proprietary AI, private cloud, and native telecom infrastructure, the platform automates workflows, improves data quality, and empowers customer service and sales teams across every channel. Backed by more than two decades of experience and twice recognized by Frost & Sullivan for AI technology innovation and customer experience technology leadership, Diabolocom is trusted by more than 400 organizations—including BPCE, Carrefour, Nikon, and Mitsubishi—to power mission-critical customer operations in over 60 countries, helping organizations strengthen customer loyalty and accelerate growth. About the role We are looking for a Strategic Accounts Product Representative to strengthen the relationship between our Product organisation and our largest enterprise customers, as well as support major commercial opportunities across our products. In this role, you will act as the primary Product interface for selected strategic accounts, helping customers understand our Product capabilities, direction and commitments while ensuring their needs are clearly understood and effectively translated into actionable Product insights. You will work closely with Account Managers, Sales, Product Owners, Engineering and Delivery teams to connect customer expectations with our Product strategy, identify opportunities shared across multiple customers, and provide clear visibility on Product scope, dependencies and roadmap maturity. This is a highly transversal, customer-facing role at the intersection of Product, business and technology. You will engage with stakeholders ranging from operational teams to senior executives, build a deep understanding of their business challenges, and help our Product organisation make better-informed decisions. Your main responsibilities will include: • Building trusted Product relationships with strategic customers: Act as their main Product point of contact, in close coordination with Account and Project managers, clearly communicate product capabilities, strategic direction, constraints and trade-offs to stakeholders at every level. • Turning customer needs into Product insights: Qualify requests based on customer impact, business value, urgency, recurrence and strategic relevance. Identify common challenges across accounts and work with Product Owners and the Head of Product to surface broader Product opportunities. • Ensuring clear and reliable Product commitments: Maintain a consolidated view of Product commitments for strategic accounts, including scope, ownership, dependencies, status and confidence level. Ensure that customer-facing communications reflect internally validated product and delivery plans. • Bridging customers and internal teams: Coordinate Product Owners and relevant internal stakeholders to answer complex customer questions, clarify functional scope and address cross-product dependencies. Ensure changes to scope, timing or assumptions are communicated proactively. • Leading customer discovery and understanding business needs: Participate in or lead Product discovery workshops with strategic customers to understand their workflows, business challenges and expected outcomes. Challenge solution-driven requests where necessary to identify the underlying business problem. • Contributing to major commercial opportunities: Coordinate the Product contribution to strategic tenders, RFPs and major sales opportunities, ensuring that Product information, capabilities, limitations and proposed commitments are accurate and aligned internally. • Sharing customer and market intelligence: Develop an understanding of customers' industries, business models and relevant regulatory constraints. Bring these insights back to Product and help Sales, Customer Operations and other teams communicate Product decisions consistently. What we're looking for We are looking for someone who combines strong customer-facing skills with a solid understanding of Product and technology. You can navigate complex enterprise environments, understand business challenges, communicate with technical and non-technical stakeholders, and bring structure to discussions involving multiple teams and competing priorities. Your experience and skills: • Significant experience in a customer-facing B2B technology environment, ideally within a SaaS company, enterprise software vendor or fast-growing technology business. • Experience working at the intersection of Product, customers and business, for example in Product Management, Enterprise Product Management, Solutions Consulting, Technical Account Management or a similar role. • The ability to understand complex customer environments, engage with senior stakeholders and build trusted relationships across operational, technical and executive levels. • A strong understanding of Product development processes, including discovery, requirements qualification, roadmap management, prioritisation and delivery dependencies. • The ability to translate customer requests and use cases into structured business needs, identify recurring patterns and distinguish customer-specific requirements from scalable Product opportunities. • Excellent communication and presentation skills, with the ability to explain technical capabilities, Product direction and trade-offs clearly to different audiences. • Strong organisational skills and a structured approach to managing multiple strategic accounts, requests, stakeholders and commitments simultaneously. • The ability to influence and coordinate cross-functional teams without direct hierarchical authority. • A pragmatic, analytical and customer-oriented mindset, combined with the confidence to manage expectations and communicate when a requested feature, scope or timeline cannot be guaranteed. • Excellent written and spoken French and English. Experience with Contact Center solutions, customer experience technology, conversational AI, CRM integrations or enterprise telecommunications would be a strong advantage. What you'll enjoy at Diabolocom • Strategic impact: Help shape the Product experience for our largest customers. • Product and customer exposure: Work closely with enterprise clients across our Engage and AI portfolio. • Cross-functional collaboration: Partner with Product, Sales, Engineering and Customer Operations. • International growth: Contribute to the development of an ambitious European technology company. • International environment: Collaborate with colleagues and customers across markets. • Hybrid working: Enjoy a central Paris office and flexible working arrangements. Recruitment process Our recruitment process is designed to help us understand your experience, approach to customer challenges and ability to work across Product and business teams. • Initial call with a Talent Acquisition Manager to discuss your background, motivations and expectations. • Visio with a Product Owner • Visio with a Project manager and a Sales Executive • On-site final interview with the Product team, a Project Manager, a Sales Executive, divided into three parts: • An "In-situation Case Study" • A discussion that will question your choices for the case study • A short discussion with Svetlana, our Head of Delivery Operations At Diabolocom, diversity and inclusion are in our DNA. All qualified applicants will receive equal consideration for employment without regard to color, language, religion, sex, sexual orientation, gender identity, national or social origin, opinion disability, age. As part of our hiring process, please note that any employment offer or service provider offer will be subject to a background check, including verification of your identity, educational credentials, and previous employment history.