Job Description
Customer Success Manager
Locations: Illinois_Remote_Worker
Time Type: Full time
Job Requisition ID: R0204365
Location: Illinois_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.
Thales North America is seeking a Customer Success Manager to join our Digital Identity & Security team working REMOTELY covering the Central Time zone with potential for LATAM.
The Customer Success Manager 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.
The Customer Success Manager main responsibilities include routine health checks and assisting with business value assessment to ensure our customers, have the most return on investment from Thales. This position will be accountable for driving customer adoption and success by providing oversight, adoption recommendations, opportunities for greater service and risk management. The success of this role means higher customer satisfaction, retention, and expansion of Thales business
Essential Functions/Responsibilities:
- Serve as the primary point of contact post implementation
- 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
- 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 Requirements:
- 5+ years of account management or customer success management
- A minimum of 5 years of current experience within data protection to include a proficient understanding of Key management & encryption
- 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
- Prior experience in process improvement and decision making.
- Education: Bachelor’s Degree Required or Equivalent Experience
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.