Technical Account Manager (Administrative)
Location: Virginia, United States of AmericaThales 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 billons 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.
This is a remote position in the USA
Position Summary
The primary purpose of the role is to ensure success for the customer to meet their technical and business goals using Sentinel
Products, Services, and the success for Thales by maintaining, growing and maximizing the customer's Sentinel usage footprint within
their environment in the long term.
Essential Functions / Key Areas of Responsibility
• 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;
o Validate the reported problem and its business impact;
o Communicate with internal teams to resolve reported problems;
o Provide prompt and regular communications to the customer until resolved;
o Upon resolution create and distribute a Root Cause Analysis; and
o 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.
Minimum Requirements:
• Customer-focused.
• Demonstrate technical curiosity.
• Manage 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.
• 5-7+ years of experience in one or more roles with a high degree of customer interaction and account management in a technical
environment.
o Service Delivery Manager, Technical Consultant, Sales Engineer, Technical Account Manager, or other similar position.
• Programming experience with one or more of the following:
o C, C++, C#, .NET, Java
Preferred Qualifications
• Bachelor's or Master's degree in Computer Science, Information Systems, Engineering, or a related technical field.
• Experience working with software licensing, entitlement management, or software monetization solutions (e.g., Sentinel,
FlexNet, Reprise, or similar products).
• Previous experience in customer success, post-sales technical consulting, or escalation management.
• Experience with CRM or ticketing tools (e.g., Jira, ServiceNow, Zendesk).
Why Join Us?
Say HI and learn more about working at Thales click here.
#LI-Remote
#LI-MG1
This position will require successfully completing a post-offer background check. Qualified candidates with criminal history will be considered and are not automatically disqualified, consistent with applicable federal law, state law (the California Fair Chance Act), and local ordinances (San Francisco Fair Chance Ordinance, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County's Fair Chance Ordinance for Employers).We are an equal opportunity employer, including disability and veteran status. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at talentacquisition@us.thalesgroup.com.
The reference Total Target Compensation(TTC) market range for this position, inclusive of annual base salary and the variable compensation target, is between
Total Target Cash (TTC): 82,753.00 - 115,542.50 - 152,500.00 USD AnnualThis reflects how companies in a similar industry and geographic region generally pay for similar jobs. This range helps the Company make pay decisions as one data point among many. Where a position falls within this range is also dependent on other factors including – but not limited to – the employee's career path history, competencies, skills and performance, as well as the company's annual salary budget, the customer's program requirements, and the company's internal equity. Thales may offer additional benefits and other compensation, depending on circumstances not related to an applicant's status protected by local, state, or federal law.
(For Internal candidate, if you need more information, please reach out to your HR Shared Service, 1st Point)
Thales provides an extensive benefits program for all full-time employees working 30 or more hours per week and their eligible dependents, including the following:
•Elective Health, Dental, Vision, FSA/HSA, Voluntary Life and AD&D, Whole Group Life w/LTC, Critical Illness, Hospital Indemnity, Accident Insurance, Legal Plan, Identity Theft, and Pet Insurance
•Retirement Savings Plan after 30 days of employment with a company contribution and a match, and with no vesting period
•Company paid holidays and Paid Time Off
•Company provided Life Insurance, AD&D, Disability, Employee Assistance Plan, and Well-being Program
