Customer Reliability Service Manager (CRSM)

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.

Austin, TX - Hybrid (3 days in office)

Position Summary

In a world where the digital revolution is increasingly transforming our lives, Thales Pay end-to-end Payment solutions are designed to empower everyday payments for everyone. Our products, services and solutions make in-store, online or in-app payments more seamless and secure. We do this at global scale and our technology reaches billions of people and enables thousands of financial institutions while keeping payments personal, inclusive and sustainable
The CRSM ensures that the Cloud Services, sold to the customer, are properly implemented and performing in compliance with the contract, the agreed SLA and the applicable regulations The CRSM works closely with CRE, CRE Team Lead and CSM (Customer Success Management) teams in order to ensure his/her customers are experiencing the best performances from our Cloud Services according to our target to ensure service EXPAND and maximize the business value.
The CRSM acts as the primary interface between customers and internal teams, to guarantee the highest standards of service performance and customer satisfaction.
By proactively monitoring service delivery, identifying opportunities for service improvement, and driving issue resolution, the CRSM ensures that customers receive maximum business value from Thales Cloud Services. The CRSM also plays a key role in fostering positive long-term relationships, supporting service expansion, and contributing to customer growth and retention.
The CRSM represents both the voice of Thales to the customer and the customer voice inside Thales to drive customer-centric service approach and continuous improvement.

Essential Functions

Main responsibilities:

• Act as primary interface/escalation point for the customer on all aspects related to the consumed services.
• Manage 2nd level of escalation (1:CRE TL > 2:CRSM > 3:CRE Mgr) related to the provided services.
• Take ownership of the signed service contract and ensure all agreements are understood and documented.
• Manage execution of Service Catalog/Change Request items.
• Manage sub-contracts or partners when specific to customer. Contributes to SLA/OLA definition (customer or sub-contractor/partner).
• Gather and maintain up-to-date customer information details on CRE side (ex. confluence, ServiceNow, CMDB, etc.).
• Ensure all necessary details are transferred from Project to CRE team for transiting from BUILD to RUN. Own the SDVR process and make sure the necessary prerequisites are ready (SDVR checklist) before Production Acceptance and Go Live. See SER Process
• Participate in defining and organizing training of all parties (CRE teams, subcontractors, partners…) involved with the provision of the services and ensures knowledge of the customer is maintained throughout the duration of the contract (track delivered training sessions).
• Participates in the definition of business metrics and KPIs for customers.
• Review customers dashboards in accordance with engagement model and customer segmentation.
• Analyze traffic pattern to identify potentials service improvement or business growth.
• Understand customer business model and trends, periodicity to anticipate capacity need.
• Provide customers capacity need to CRE/SRE team to scale up/down service size accordingly.
• Ensure issues are dealt with per the SLA and monitors issue escalation is managed appropriately.
• Manage and share plan of actions with customers. Respect ETA, commitments taken with customers or any internal or external stakeholder.
• Deliver reports and KPI to the customers as per the agreed schedule.
• Ensure services are invoiced to customers as per the agreed schedule and billing model.
• Manage RUN projects, follow-up and report on financials.
• Organize Bi-Weekly/Monthly/Quarterly Service reviews with customer to review service performance, incidents, KPIs, actions and propose improvements in accordance with engagement model and customer segmentation.
• Contribute to Monthly/Quarterly Service reviews with customer/partners by managing the service performance and incidents management details in accordance with engagement model and customer segmentation.
• Contribute to internal monthly Steering Committees and regional monthly reviews.
• Send and follow-up regular satisfaction surveys to customer to measure CSAT and NPS.

Additional duties:

• Follow-up customer activity linked to our Cloud Services on social media or other communication channels (ex. be aware of advertising campaign, new offer, etc.).
• Involve successful and promoting customers as testimony/advocacy.
• Collaborate with CRE, PO/SD to animate best practices and knowledge sharing to customers (publication of articles, guides, webinars, blogs, etc.).
• Participate in pre-sales meetings with prospects to describe CRE service offering and track record.
• Contribute to pre-sales knowledge base (FAQ) to faster sales cycle and capitalize on experience.

Minimum Requirements

• Bachelor’s degree in computer science or relevant related field of study.
• 8-12 years of experience in managed service operations or delivery.
• Knowledge of ITIL and Service Delivery best practices.
• Experience in direct cooperation with international customers.
• Excellent interpersonal and communication skills.
• Very good organizational and negotiation skills.

Preferred Qualifications

• Master’s Degree in computer science
• Excellent English skills
• ITIL certification.
• Experience working on cloud environment such as AWS
• Work on different time zones with customers and teams located in different areas

#LI-Hybrid

#LI-MG1

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 [email protected].

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) 118,562.75 - 203,662.50 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