Escalation Manager – Technical Support

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee all escalation procedures for designated high-value customer accounts or those identified by the Thales Customer Success Management team.

• Handle the technical support interface for the designated customer accounts.

• Act as the primary representative of the customer and advocate during significant disruptions or extended hardware/software migration and upgrade initiatives.

• Engage regularly with assigned accounts to comprehend customer challenges, solution use cases, implementation timelines, and crucial milestones.

• Collaborate with customers to create strategies that mitigate delays and resolve issues in support of implementation timelines.

• Conduct periodic visits to assigned customers to gather feedback on solution and service performance.

• Convey customer needs and expectations to Thales and advocate on their behalf.

• Lead and coordinate cross-functional initiatives to deliver customer support and solutions.

• Participate in and support CSM-led regional business review meetings as necessary.

• Formulate, implement, and recommend strategies to enhance account improvements.

• Apply lessons learned to address issues promptly, thereby reducing escalations and enhancing products and processes.

• Work alongside the CSM team on maintenance renewal and customer retention efforts.

• Evaluate customer health and report to management on customer experience risks and suggested enhancements.

⛳️ Requirements

• A minimum of 8 years of experience in a customer-facing technical position within the information security or technology sectors.

• Practical experience with products related to key management, data protection, encryption, and Hardware Security Modules.

• Strong focus on customer satisfaction.

• Exceptional leadership and influencing capabilities.

• Proficient in tracking and managing multiple customer product operational programs from conception through execution.

• Skilled at collecting, analyzing, and presenting data to support recommendations.

• Ability to cultivate working relationships and establish trust internally across organizational lines and with customers.

• Outstanding written and verbal communication skills.

• Strong interpersonal skills and a sense of customer empathy.

• Highly organized, with the ability to juggle multiple projects and escalations in a fast-paced environment.

• Willingness to travel to customer locations and regional sales offices as required.

• A degree in Engineering, Computer Science, or a related field is preferred.

• Preferred database skills, including Oracle and MS SQL Server.

• Familiarity with public cloud platforms; knowledge of AWS, VMware vCloud Air, and Microsoft Azure is advantageous.

🏝️ Benefits

• 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 company contributions and matching to a DCPP, with no vesting period.

• Company-paid holidays, vacation days, and sick leave.

• Optional Life, AD&D, Critical Illness, Long-Term Disability coverage.

• Employee Discounts on home, auto, and gym memberships.

• Full-time employee benefits for those working 24 or more hours per week and eligible dependents.

• Support for accommodations throughout the interview process.