Technical Support Account Manager

Location: Tokyo, Japan

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.

Thales Japan has been present in Japan for more than 40 years and has been responsible for expanding our business as well as supporting the local users. Thales objectives are to be an active and recognised partner for the development of infrastructure in Japan and to cooperate with Japanese companies in the export market for defence, transportation, aerospace, space and security.

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.

A week in the life of a Sentinel TAM
•    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.

Knowledge, Skills and Experience:

•    To do this job, you must be:
•    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.

•   Native Japanese language and business level English language capability.

•    We would appreciate if you had Programming experience with one or more of the following: 
o    C, C++, C#, .NET, Java

•    You need to be fluent in English.

•    We would like someone to join our team who has experience with one or more of the following:
o    Troubleshooting technical problems
o    Linux, Unix, or Solaris
o    GCP, AWS
o    RESTful Web Services
o    SQL
o    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.
o    Service Delivery Manager, Technical Consultant, Sales Engineer, Technical Account Manager, or other similar position.

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!