Technical Account Manager

Location: Austin, United States of America Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure. Position Summary Austin, Hybrid 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. Regulatory Compliance Requirements Must have U.S. Citizenship in order to obtain the post-hire Criminal Justice Information Services (CJIS) Clearance from the Federal Bureau of Investigation and must be able to obtain post-hire clearance from the Committee on Foreign Investments in the U.S. (CFIUS) and Department of Justice. 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. Applicants must be legally authorized to work in the United States for any employer at the time of hire. This position is not eligible for visa sponsorship or for assuming sponsorship of an employment visa now or in the future. 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. Why Join Us? Say HI and learn more about working at Thales click here #LI-Hybrid #LI-TI1 This position will require successfully completing a post-offer background check. Qualified candidates with [a] criminal history will be considered and are not automatically disqualified, consistent with federal law, state law, and local ordinances. We are an equal opportunity employer, including disability and veteran status. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at talentacquisition@us.thalesgroup.com. The reference Total Target Compensation (TTC) market range for this position, inclusive of annual base salary and the variable compensation target, is between Total Target Cash (TTC) 81,000.00 - 140,791.50 USD Annual This reflects how companies in a similar industry and geographic region generally pay for similar jobs. This range helps the Company make pay decisions as one data point among many. Where a position falls within this range is also dependent on other factors including - but not limited to - the employee's career path history, competencies, skills and performance, as well as the company's annual salary budget, the customer's program requirements, and the company's internal equity. Thales may offer additional benefits and other compensation, depending on circumstances not related to an applicant's status protected by local, state, or federal law. (For Internal candidate, if you need more information, please reach out to your HR Shared Service, 1st Point) 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