Thales
Technical Account Manager
Thales is currently looking for a Technical Account Manager who will join our Service Delivery team. In this role, you will be responsible for a set of customers in North America (NORAM) to include Law Enforcement and Driver's Licenses and ID's (state and provincial motor vehicles), solution where a wide-range of technology and systems, from desktop applications integrating various hardware (biometric devices) to high-performance server applications, including issuance of official documents in a very secure environment (PKI, encryption, cryptography) and an evolution into AWS will be present. Key Areas of Responsibility: Drive customer project priorities through routine coordination and escalation support to ensure timely resolution and high customer satisfaction. Build relationships with key customer staff as Single Point of contact and customer advocate. Oversee the maintenance lifecycle of complex hardware/software solutions including software bug resolution, change management, while mitigating negative risks to the business and customers. Ensure successful contract performance and compliance by managing Service Level Agreements (SLA), kpi metrics, or other specifications as stated in SOW/eRFP/Requirements documents. Control and monitor customer project financials by managing internal customer budgeting, forecasting, estimate analysis to ensure proper resource allocation and spend. Coordinate/collaborate with internal technical teams (Engineering, IT Operations, Support) to resolve issues and ensure program success. Minimum Qualifications: Bachelor's Degree in a technical major such as Information Systems or Computer Science with a minimum of 5 years of relevant work experience or a Master's degree in a technical field with 4+ years of experience, or an equivalent combination of education and experience in service delivery. 8+ years of managing external/internal customer expectations and relationships. 8+ years of experience in Crisis Management and managing customer escalations, crisis management, contract management, ability to translate financial data into action planning through data analysis, and in understanding of managing Service Level Agreements and cost management. Experience and comfortability presenting and speaking to members of leadership in related organizations. Demonstrable experience partnering and negotiating with internal and external customers in driving projects successfully through the duration of the contract, including finding solutions in complex environments. Proven knowledge of ITIL Best Practice Methodology; Application Servers, Client Server application, web services. Special Position Requirements: Schedule: Position will require more than 40 hours a week to support customers as well as some weekend support. Flexibility in working hours as necessary. Travel: 20% travel includes travel to support customers and occasional travel to other Thales offices for training/team meetings. Customer Location Based or Site Visits: Mobility required within region of scope for travel to customer/account sites, onsite technical support and deployment as appropriate. Thales provides an extensive benefits program for all full-time employees working 30 or more hours per week and their eligible dependents, including the following: Elective Health, Dental, Vision, FSA/HSA, Voluntary Life and AD&D, Whole Group Life w/LTC, Critical Illness, Hospital Indemnity, Accident Insurance, Legal Plan, Identity Theft, and Pet Insurance Retirement Savings Plan after 30 days of employment with a company contribution and a match, and with no vesting period Company paid holidays and Paid Time Off Company provided Life Insurance, AD&D, Disability, Employee Assistance Plan, and Well-being Program
Thales is currently looking for a Technical Account Manager who will join our Service Delivery team. In this role, you will be responsible for a set of customers in North America (NORAM) to include Law Enforcement and Driver's Licenses and ID's (state and provincial motor vehicles), solution where a wide-range of technology and systems, from desktop applications integrating various hardware (biometric devices) to high-performance server applications, including issuance of official documents in a very secure environment (PKI, encryption, cryptography) and an evolution into AWS will be present. Key Areas of Responsibility: Drive customer project priorities through routine coordination and escalation support to ensure timely resolution and high customer satisfaction. Build relationships with key customer staff as Single Point of contact and customer advocate. Oversee the maintenance lifecycle of complex hardware/software solutions including software bug resolution, change management, while mitigating negative risks to the business and customers. Ensure successful contract performance and compliance by managing Service Level Agreements (SLA), kpi metrics, or other specifications as stated in SOW/eRFP/Requirements documents. Control and monitor customer project financials by managing internal customer budgeting, forecasting, estimate analysis to ensure proper resource allocation and spend. Coordinate/collaborate with internal technical teams (Engineering, IT Operations, Support) to resolve issues and ensure program success. Minimum Qualifications: Bachelor's Degree in a technical major such as Information Systems or Computer Science with a minimum of 5 years of relevant work experience or a Master's degree in a technical field with 4+ years of experience, or an equivalent combination of education and experience in service delivery. 8+ years of managing external/internal customer expectations and relationships. 8+ years of experience in Crisis Management and managing customer escalations, crisis management, contract management, ability to translate financial data into action planning through data analysis, and in understanding of managing Service Level Agreements and cost management. Experience and comfortability presenting and speaking to members of leadership in related organizations. Demonstrable experience partnering and negotiating with internal and external customers in driving projects successfully through the duration of the contract, including finding solutions in complex environments. Proven knowledge of ITIL Best Practice Methodology; Application Servers, Client Server application, web services. Special Position Requirements: Schedule: Position will require more than 40 hours a week to support customers as well as some weekend support. Flexibility in working hours as necessary. Travel: 20% travel includes travel to support customers and occasional travel to other Thales offices for training/team meetings. Customer Location Based or Site Visits: Mobility required within region of scope for travel to customer/account sites, onsite technical support and deployment as appropriate. Thales provides an extensive benefits program for all full-time employees working 30 or more hours per week and their eligible dependents, including the following: Elective Health, Dental, Vision, FSA/HSA, Voluntary Life and AD&D, Whole Group Life w/LTC, Critical Illness, Hospital Indemnity, Accident Insurance, Legal Plan, Identity Theft, and Pet Insurance Retirement Savings Plan after 30 days of employment with a company contribution and a match, and with no vesting period Company paid holidays and Paid Time Off Company provided Life Insurance, AD&D, Disability, Employee Assistance Plan, and Well-being Program