Senior Customer Success Manager

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.

Sr. Customer Success Manager

This position is hybrid model in our Berrini – São Paulo unit.

Position Summary 

The CSM will be responsible for complementing Thales’s innovations, efficiencies and capabilities with our valued customers’ business objectives and priorities thereby driving higher business value and executive alignment between Thales and our customers.

This position will be accountable for driving customer adoption and success by providing oversight, adoption recommendations, opportunities for greater service and risk management. The main responsibilities include routine health checks and assisting with business value assessment to ensure our customers, have the most return on investment from Thales.

The success of this role means higher customer satisfaction, retention, and expansion of Thales business.

Key Areas of Responsibility 

• You will serve as the primary point of contact post implementation. You will assume overall customer onboarding and adoption responsibility.  Encourages up-selling and cross-selling of the portfolio.
• Responsible for developing and maintaining long-term relationships with customers and executive sponsors to drive product adoption and ensure they are using the solution to achieve full business value. Along with exceeding retention and growth targets.
• Partner with internal Thales team members to align account activities with the customer's business case and strategy.
• Must monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ needs.
• Responsible for conducting periodic customer health-checks. Prepare and educate customers on new features and releases. Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
• Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.

Minimum Qualifications 

• Bachelor's Degree Required or Equivalent Experience.
• Experience in account management or customer success management.
• Proven track record and demonstrable skills at presenting technical information at the business executive level or at the architect level.
• Ability to position, discuss and debate solution validation, using objection-handling skills.
• Proficient with and understanding the foundation concepts of application security and data security (key management and encryption).
• Strong knowledge of cloud architecture as well as the IT landscape.
• Extensive experience in consulting, pre-sales engineering or implementation of IT systems preferably cloud service and/or data protection.
• Excellent communication skills, including issue tracking, triaging and crisis management.
• Fluent English.

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

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 and Dental plans.  

• Retirement Savings Plan with a company contribution and a match, and without vesting period.  

• Company paid holidays, vacation days, and paid sick leave.  

• Company provided Life Insurance. 

Why Join Us? 

Say HI and learn more about working at Thales click here. 

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At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!