Escalation Manager – Technical Support

Job not on LinkedIn

🔥 0 minutes ago

🇨🇦 Canada – Remote

💵 C$131.9k - C$180.6k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🧑‍🔧 Technical Customer Success Manager

👻 Ghost score 0%

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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 • 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 customer issues, solution use cases, implementation schedules, and key milestones • Develop plans with customers to mitigate delays and resolve issues supporting implementation schedules • Periodically visit assigned customers to obtain feedback on solution and service performance • Bring customer needs and expectations into Thales and advocate on customers’ behalf • Lead and coordinate cross-functional efforts to provide customer support and solutions • Attend and support CSM-led regional business review meetings as required • Develop, implement, and propose strategies to strengthen account improvements • Execute lessons learned to fix issues promptly and reduce escalations and improve products and processes • Coordinate with the CSM team on maintenance renewal and retention initiatives • Assess customer health and report to management on customer experience risks and proposed 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 products for key management, data protection, encryption, and Hardware Security Modules • Customer satisfaction driven • Strong leadership and influencing skills • Ability to track and manage multiple customer product operational programs from inception to implementation • Ability to collect, analyze, and present data in support of recommendations • Ability to foster working relationships and establish trust across organizational lines internally and with customers • Excellent written and verbal communication skills • Strong interpersonal skills and customer empathy • Highly organized, with ability to balance multiple projects and escalations in a fast-paced environment • Willingness to travel to customers and regional sales sites as needed • Degree in Engineering, Computer Science, or another relevant field of study preferred • Database skills, including Oracle and MS SQL Server preferred • Knowledge of public cloud platforms; familiarity with AWS, VMware vCloud Air, and Microsoft Azure 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 • Full-time employee benefits for employees working 24 or more hours per week and eligible dependents • Accommodation support throughout the interview process