Account Manager (Administrative)

Location: New York, United States of America

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 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.

New York, N.Y., (US), Remote

Position Summary

Thales requires a Sales Account Manager who will be responsible for maintaining and growing relationships with our key customers, ensuring and optimizing revenue generated for Thales DIS at its customers. As a Sales Account Manager, you will work closely with the customer to guarantee that they are getting the most value out of our products and services and will work with internal teams to drive adoption and expansion of our products and services within the customer's organization.

Key Areas of Responsibility

CUSTOMER MANAGEMENT

• As an Account Manager, you will be the main account owner and the first point of contact for newly won or existing Cards and Issuance services customers, and will be responsible for building strong relationships with our clients during Adopt, Expand and Renew sales cycles.

• Build and maintain strong long-term relationships with all key stakeholders, including C-level and senior executives for the accounts under your scope.

• Collaborate with Land Sales team to ensure optimal responsibility transition from the Land towards the Adopt phase of our customer engagements.

• For newly won customers, you will be accountable for a successful customer onboarding journey by collaborating with internal teams to ensure fast project completions and maximize revenue generation.

• Lead and manage critical conflict resolution, to ensure excellent customer service and experience with Thales.

• As the Account Owner, and if applicable, you will collaborate with SaaS Expand peers to ensure that Thales meets the customer needs for all contracted products or services, in a unified point of view, and when necessary be the main escalation path in the account for conflict resolution.

 • Become the voice of customer and provide feedback to internal teams in regard to the needs and recommendations on new products and services definition.

ENGAGE

 • Work with the customer to identify areas for improvement, product and service enhancements that drive customer satisfaction, retention and trigger opportunities for sales expansion.

• Collaborate with internal teams to meet customer expectations, and proactively propose to the customer better ways to use our Card products and Issuance Services, maximizing the value for both our customer and ourselves.

DRIVE SUCCESS

• Responsible for developing, validating and following-up the Strategic Account Plans to ensure the achievement of quarterly and yearly business targets, in collaboration with SaaS Expand peer if applicable. This includes: Identifying and nurturing sales expansion opportunities within the current Cards and Issuance Services scope with our customers, until effective opportunity closing and  Collaborating with Land Sales team in identifying and building a plan to up-sell opportunities for new products and services within the scope of your customer portfolio.

• Accountable for the implementation of the Strategic Account Plans, you will collaborate with Thales teams to meet the objectives agreed and ensure customer satisfaction.

• Report on key account metrics, in collaboration with SaaS Expand peer if applicable, to the Sales Management team for regular business reviews and follow up Account Strategic Plans.

• Responsible for providing revenues forecasts through our CRM tool for the Cards & Issuance services contracted by our customers, and as well contribute to the project resources forecasts exercise.

RENEW

• Conduct periodic account health-checks, and when necessary, conduct surveys, to proactively identify and address any potential risks to the relationship.

 • Identify renewal risks and collaborate with internal teams (Customer Service, Technical Consultants) to remediate them ahead of renewal negotiations.

• Lead and close the contract and price renewals with customers, through a strong collaboration with Thales teams (Finance, Legal, Product Line, and others) to maximize value and minimize risks for Thales.

Minimum Qualifications:

• Min 8 years of experience in a customer-facing role within the Financial Institutions and/or FinTech industry.

• Awareness on Payment Cards and Personalization industry.

• Exceptionally strong customer service skills, including issue tracking, triaging and crisis management, managing large customers portfolios.

• Ability to travel domestically up to 50% of the time.

• Degree in Business, Marketing or Engineering or another relevant field of study; or equivalent work experience.

If you're excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community!

Special Position Requirements

Travel: Expected 30% of travelling, occasionally will increase to 50% the position.

What We Offer

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. 

Why Join Us?

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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

This 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