Technical Customer Success

• 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.

Explore Escalation Manager – Technical Support at Thales. Review requirements and application details.

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