Escalation Manager – Technical Support

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

📋 Description

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

• Manage the technical support interface with assigned customers to ensure optimal functionality and operational stability.

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

• Regularly meet with assigned accounts to comprehend issues, solution use cases, implementation timelines, and key milestones.

• Collaborate with customers to formulate strategies that mitigate delays and address challenges.

• If feasible, conduct periodic visits to assigned customers to gather insights on solution and service performance.

• Communicate customer needs and expectations to Thales and advocate on behalf of customers.

• Facilitate cross-functional collaboration to deliver customer support and solutions, ensuring customer satisfaction.

• Participate in and assist with CSM-led regional business review meetings as required.

• Create, implement, and suggest strategies for account improvement.

• Apply lessons learned to address issues swiftly and minimize future escalations.

• Collaborate with the CSM team on maintenance renewal and retention initiatives.

• Evaluate customer health and report to management on risks related to customer experience and propose improvements.

⛳️ Requirements

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

• Hands-on experience with well-known products related to Key management, Data protection, Encryption, and Hardware Security modules.

• A strong focus on customer satisfaction.

• Possess robust leadership and influencing capabilities.

• Ability to track and manage multiple customer product operational programs from inception through to implementation.

• Competence in collecting, analyzing, and presenting data to support recommendations.

• Ability to build working relationships and establish trust across organizational boundaries, both internally and with customers.

• Excellent written and verbal communication skills.

• Strong interpersonal skills and empathy towards customers.

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

• Willingness to travel to customer and regional sales locations as necessary.

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

• Proficiency in database management skills (Oracle and MS SQL Server).

• Familiarity with public cloud platforms; knowledge of AWS, VMware vCloud Air, Microsoft Azure, etc., is a plus.

🏝️ Benefits

• Comprehensive 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 a match to a DCPP, with no vesting period.

• Paid company holidays, vacation days, and sick leave.

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

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