Sr. Technical Account Manager - R0263088

$86,000 - $167,000/Yr

Thales - Fort Worth, TX

Full-time - Mid Level

Remote - Fort Worth, TX

10,001+ employees

Merchant Wholesalers, Durable Goods

About the position

The Sr. Technical Account Manager at Thales is responsible for providing enterprise customers with a premium support experience, focusing on the adoption and maturity of Imperva's Cloud Application Security solutions. This role involves acting as a trusted advisor, offering technical guidance, and ensuring that customer needs are met through effective communication and collaboration. The position requires a strong technical background in security and networking, along with the ability to manage complex projects and provide strategic recommendations to enhance system performance and security.

Responsibilities

• Champion the management and deployment of Imperva's Cloud (Application Security) solutions for designated accounts.
• Serve as the primary technical expert for assigned customers, addressing inquiries and facilitating effective communication throughout the engagement.
• Act as a customer advocate by expediting case resolutions and overcoming operational challenges through collaboration with internal teams and partners.
• Deliver regular updates on onboarding progress, system configuration, performance tuning, and case management, while sharing insights on security trends and product enhancements.
• Conduct quarterly health checks and service reviews to assess system performance, identify areas for improvement, and improve customers' overall security posture.
• Analyze customer data related to case trends, traffic, and security alerts to provide strategic recommendations that bolster system health and security effectiveness.

Requirements

• Minimum of a 4-year bachelor's degree in Information Systems, Computer Science, Telecommunications, or any Technology field.
• Minimum 6 years experience in Technical Support (tier 2-3) or 4+ years of experience in a Technical Account Manager role.
• Documented experience as Technical Account Manager, or Pre/Post Sales background within the web/network/information security industries.
• Minimum of 3 years experience working with Cloud or Security or Network related products.
• Proven ability to manage complex implementation and onboarding projects, consulting assignments, and technical escalations related to security, DDoS protection, including infrastructure, DNS and application services, Website security, CDN, and Load Balancing.
• Demonstrated experience working with Internet Security and Networking Technologies such as TCP/IP, HTTP, SSL, Load balancers, Proxies, and Firewalls.

Benefits

• Work At Home option
• Diversity and inclusion initiatives
• Equal opportunity employer policies