Escalation Manager - Technical Support

About This Role

Managing all escalation activities for high-value customer accounts is the core of this role, ensuring optimal performance and operational steadiness when customers use Thales products or services. This position serves as the primary voice and advocate for customers experiencing critical disruption or needing guidance for lengthy product-based projects like hardware/software migrations and upgrades.

Responsibilities

• Meet regularly with assigned accounts to continually grow and maintain an understanding of customer issues, solution use-cases as they evolve, and customer implementation schedules and key milestones
• Work with customers to develop plans to mitigate delays and resolve issues to support customer implementation schedules
• Periodically visit assigned customers to obtain feedback on solution and service performance
• Serve as the primary voice of the customer within Thales, bringing key customer needs and expectations back into the organization and advocating on the customers’ behalf
• Engage in and coordinate efforts to provide customer support and solutions by leading cross-functional efforts to ensure customer satisfaction
• Attend and support CSM-led periodic regional business review meetings, as required, to provide progress on specific customer accounts
• Develop, implement, and propose strategies to strengthen account improvements
• Execute lessons learned from customer interactions to ensure issues are fixed promptly and provide feedback across organizational lines to help reduce escalations and improve products and processes going forward
• Coordinate with the CSM team to support their maintenance renewal and retention charters
• Develop a picture of each customer’s health and periodically report out to management to identify customer experience risks and propose internal change to support continuous customer experience improvement

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
• Customer satisfaction driven
• Strong leadership and influencing skills
• Track and manage multiple customer product operational based 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 both internally and with customers
• Excellent written and verbal communication skills
• Strong interpersonal skills and customer empathy
• Highly organized with an ability to balance multiple projects and escalations in a fast-paced environment