Escalation Manager - Technical Support

This is remote position in Canada, preferably in the CST or EST time zone

Position Summary

We have a current vacancy for an Escalation Manager – Technical Support to join our Team in Canada. Escalation Manager – Technical Support is part of the client Services team and is geared towards managing all escalation activities, for assigned high valued customer accounts or accounts nominated by the Thales Customer Success Management team to offer this service. with goals for mutual beneficial outcomes.

As an Escalation Manager – Technical Support, you will be tasked to manage technical support interface with assigned customer accounts to ensure the customer experiences optimal performance and operational steadiness when using Thales purchased products or services; and serve as the primary voice of the customer and advocate in examples where your designated customer is experiencing critical disruption or needs guidance for lengthy product based projects such as hardware/software migration/upgrades.

Essential Functions

• You will meet regularly with assigned accounts to continually grow and maintain an understanding of the customers’ issues, the solution use-case as it evolves over time, and customer implementation schedule and key milestones.
• You will work with customers to develop plans to mitigate delays and resolve issues to support customer implementation schedules.
• You will periodically visit, if possible, your assigned customers to obtain feedback on solution and service performance related to the respective customers
• You will serve as the primary voice of the customer within Thales bringing key customer needs and expectations back into the organization and advocate on the customers’ behalf.
• You will engage in and coordinate efforts to provide customer support and solutions by leading cross-functional efforts to ensure customer satisfaction.
• You will attend and support CSM led periodic regional business review meetings, as required, to provide progress on specific customer accounts.
• You will develop, implement, and propose strategies to strengthen account improvements.
• You will 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.
• You will coordinate with the CSM team to support their maintenance renewal and retention charters.
• You will 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.

Minimum Requirements

• Have 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.
• Be customer satisfaction driven.
• Have strong leadership and influencing skills.
• Track and manage multiple customer product operational based programs from inception to implementation.
• Be able to collect, analyze, present data in support of recommendations.
• Possess the ability to foster working relationships and establish trust across organizational lines both internally and with customers.
• Have excellent written and verbal communication skills.
• Have strong interpersonal skills and customer empathy.
• Be highly organized with an ability to balance multiple projects and escalations in a fast-paced environment.
• Be willing to travel to customer and regional sales sites as needed.

Preferred Qualifications

• Degree in Engineering, Computer Science and or another relevant field of study.
• Database skills (Oracle and MS SQL Server).
• Knowledge of Public cloud platforms. Familiarity with AWS, VMware vCloud Air, Microsoft Azure, etc. is an advantage.

The anticipated TTC range for this role is 131,947.00 - 180,613.00 CAD Annual. The Company reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s status protected by local, state, or federal law. 

If you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community! https://careers.thalesgroup.com/global/en/jointalentcommunity. You can upload your CV and our recruiters can get in touch with any new opportunities that may be of interest to you. 

We use artificial intelligence–enabled tools as part of our recruitment process to support activities such as candidate discovery, résumé matching, and interview scheduling. These tools may help screen and assess applications and recommend potential matches based on the requirements within the job description.  All hiring decisions, including candidate evaluation, selection, and disposition, are made by human recruiters. Artificial intelligence does not make hiring decisions on our behalf. 

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Thales provides an extensive benefits program for all full-time employees working 24 or more hours per week and their eligible dependents, including the following: 

• 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.