Senior Customer Success Manager

Location: Texas_Remote_Worker, 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.

Remote- Texas, Oklahoma, Missouri, Lousiana, Kansas, Illinois, Minnesota

Thales is currently looking for a Senior Customer Success Manager (CSM) . 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 CSM 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.

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).

Key Areas of Responsibility

• 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 trusted advisor relationship with customers and executive sponsors to drive product adoption and ensure they are using the solution to achieve full business value

• 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 

• 8+ years of 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 data protection (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

• Travel 10-20%

If you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community! https://careers.thalesgroup.com/global/en/jointalentcommunity. You can upload your CV and our recruiters can get in touch with any new opportunities that may be of interest to you.

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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• Excellent communication skills, including issue tracking, triaging and crisis management.

• Travel 10-20%

This position will require successfully completing a post-offer background check. Qualified candidates with [a] criminal history will be considered and are not automatically disqualified, consistent with federal law, state law, and local ordinances.

Successful applicant must comply with federal contractor vaccine mandate requirements.

Thales champions inclusion and we believe diversity strengthens the fabric of our culture. We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, 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 [email protected].