Technical Account Manager

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Technical Account Manager

Apply remote type Hybrid or Remote locations Reading time type Full time posted on Posted Yesterday job requisition id R0266076

Location: Reading, United Kingdom

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billions of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

Together we offer fantastic opportunities for committed employees to learn and develop their career with us. At Thales UK, we research, develop, and supply technology and services that impact the lives of millions of people each day to make life better and keep us safer. We innovate across the major industries of Aerospace, Defence, Security and Space.

Your health and well-being matters to us and that’s why we offer you the flexibility to do what’s important to you; whether that’s part-time hours, job sharing, home working, or the ability to flex your start and finish times. Where possible, we support a working pattern that suits your lifestyle and helps you reach your ambitions.

About the role

• The Technical Account Manager is responsible for the long-term successful delivery and use of Sentinel products and services by their assigned customers. The TAM is responsible for ensuring Service Level Agreement commitments have been met, as well as maintaining consistently high customer satisfaction levels. The TAM works throughout the full spectrum of the customer’s Sentinel lifecycle from being heavily involved with the initial delivery to ensuring the long-term reliability and stability within the customer environment.

• Work with named accounts to achieve their stated goals; identify new product features functionality and explain the value to those customers.

• Regularly review customer environment and perform health checks by meeting with customers to ensure that Thales is meeting expectations on KPI’s.

• Implement technical upgrades to support the desired functionality.

• Collaborate with customers to ensure services are upgraded, work as expected at all times and that the SLA can be met.

• Responsible for the resolution or provision of satisfactory answers to reported technical problems;

  • Validate the reported problem and its business impact;

  • Communicate with internal teams to resolve reported problems;

  • Provide prompt and regular communications to the customer until resolved;

  • Upon resolution create and distribute a Root Cause Analysis; and

  • When appropriate, set up and lead retrospective sessions both with and without the customer.

• Identify gaps in solution and feedback to the Product Management team.

• Propose creative solutions and gain buy-in from high-level business and technical personnel.

• Conduct regular interviews/surveys with key customer personnel to ensure customer satisfaction;

• Consolidate feedback from customers to the appropriate internal teams.

• Create Corrective Action Plan and work with all stakeholders to develop acceptable paths to resolution.

• Knowledgeable of the customer roadmap and highlight possible risks and opportunities to the sales team.

Skills and experience

• Customer-focused.

• Demonstrate technical curiosity.

• Managing multiple customers and maintaining composure at times of high stress.

• Experience working with large multinational organizations.

• Ability to collaborate competing needs of the customer and the organization.

• We would appreciate if you hadprogramming experience with one or more of the following:

  • C, C++, C#, .NET, Java

• We would like someone to join our team who has experience with one or more of the following:

  • Networking technologies and troubleshooting;

  • Payment processing;

  • Linux, Unix, Solaris;

  • GCP, AWS;

  • RESTful Web Services;

  • SQL;

  • Oracle, SAP, Netsuite.

• We are looking for someone with5-7+ years of experience in one or more roles with a high degree of customer interaction and account management in a technical environment such as Service Delivery Manager, Technical Consultant, Sales Engineer, Technical Account Manager, or other similar position.

Great journeys start here, apply now!

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