Technical Account Manager

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 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.

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.

Technical Account Manager

Green Park

We're expanding our team and we want you to be a part of it! Joining Thales means becoming part of a leading global company with exciting projects, ample career opportunities, a collaborative culture, and a focus on making a positive impact.

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.

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 had Programming 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 with 5-7+ years of experience in one or more roles with a high degree of customer interaction and account management in a technical environment Service Delivery Manager, Technical Consultant, Sales Engineer, Technical Account Manager, or other similar position.

#LI-RD1

In line with Thales' Baseline Security requirements, candidates will be asked to provide evidence of identity, eligibility to work in the UK and employment and/or education history for up to three years. Some vacancies may require full Security Clearance which can require further evidence to be provided. For further details of the evidence required to apply for Baseline and Security Clearance please refer to the Defence Business Services National Security Vetting (DBS NSV) Agency.

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.

Thales UK is committed to providing an inclusive and barrier-free recruitment process. We will provide reasonable adjustments and support to ensure neuro-diverse applicants or those with a disability or long-term condition can be their best during the recruitment process. To request an adjustment, if you need this job advert in an alternative format or if you have any questions about the recruitment process, please contact Resourcing Ops for mid to senior roles, or the Early Careers Team for graduate and apprentice roles.

Great journeys start here, apply now!