Escalation Manager – Technical Support

Job not on LinkedIn

🔥 0 minutes ago

🇨🇦 Canada – Remote

💵 $131.9k - $180.6k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🧑‍🔧 Technical Customer Success Manager

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Thales

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1893

🎖️ Defense

📦 Logistics

💼 Consulting

Defense • Logistics • Consulting

Thales is a global technology leader specializing in advanced aerospace, defense, and security solutions. The company develops innovative systems that integrate cutting-edge AI technologies to provide trusted services and products across various industries, including secure data communication and smart transportation. Thales is committed to sustainability and corporate responsibility, ensuring digital ethics and diversity within its workforce while pushing the boundaries of technology for a safer and more connected world.

📋 Description

• Manage all escalation activities for assigned high-value customer accounts or accounts nominated by the Thales Customer Success Management team. • Manage the technical support interface with assigned customer accounts to ensure optimal performance and operational steadiness. • Serve as the primary voice of the customer and advocate during critical disruptions or lengthy hardware/software migration and upgrade projects. • Meet regularly with assigned accounts to understand issues, solution use cases, implementation schedules, and milestones. • Develop plans with customers to mitigate delays and resolve issues. • Periodically visit assigned customers, if possible, to obtain feedback on solution and service performance. • Bring customer needs and expectations into Thales and advocate on customers’ behalf. • Coordinate cross-functional efforts to provide customer support and solutions and ensure customer satisfaction. • Attend and support CSM-led regional business review meetings as required. • Develop, implement, and propose account-improvement strategies. • Execute lessons learned to resolve issues promptly and reduce future escalations. • Coordinate with the CSM team on maintenance renewal and retention activities. • Assess customer health and report to management on customer experience risks and recommended improvements.

🎯 Requirements

• 8+ years of experience in a customer facing technical role supporting customers in an information security or technology market. • Hands on experience with widely known products for Key management, Data protection, Encryption and Hardware Security module. • Be customer satisfaction driven. • Have strong leadership and influencing skills. • Track and manage multiple customer product operational based programs from inception to implementation. • Be able to collect, analyze, present data in support of recommendations. • Possess the ability to foster working relationships and establish trust across organizational lines both internally and with customers. • Have excellent written and verbal communication skills. • Have strong interpersonal skills and customer empathy. • Be highly organized with an ability to balance multiple projects and escalations in a fast-paced environment. • Be willing to travel to customer and regional sales sites as needed. • Degree in Engineering, Computer Science and or another relevant field of study (preferred). • Database skills (Oracle and MS SQL Server). • Knowledge of Public cloud platforms; familiarity with AWS, VMware vCloud Air, Microsoft Azure, etc. is an advantage.

🏖️ Benefits

• Company paid Extended Health, Dental, HSA, Life, AD&D, Short-term Disability, Cancer Care Program, travel insurance, Employee Assistance Plan and Well-Being program. • Retirement Savings Plans (RRSP, DCPP, TFSA) with a company contribution and a match to a DCPP, with no vesting period. • Company paid holidays, vacation days, and paid sick leave. • Voluntary Life, AD&D, Critical Illness, Long-Term Disability. • Employee Discounts on home, auto, and gym membership.