Sr. Technical Account Manager

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Location:

Remote, United States.

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.

Imperva's Technical Account Manager (TAM) program provides enterprise customers with a white‑glove experience and drives value through accelerated adoption and maturity, focusing on technical objectives and unique requirements specific to the customer's business. TAM is a trusted advisor with technical expertise in Imperva products that build business/organizational relationships, learn the customer's unique environment, and understand their needs. Through a white‑glove experience, they provide ongoing technical guidance and mentorship on implementation, expansion, new features, and best practices.

The TAM program ensures customer success by focusing on maturing the customer's environment and ensuring maximum utilization through health checks, security and traffic reports, and service reviews. As a dedicated and named resource for a customer account, they assist with Support case work, escalations, bugs/fixes management, providing updates on new features/upcoming change, consult with internal functions, both technical (such as support and R&D), and liaise with business (such as account executives and renewals).

• Champion Imperva's cloud (Application Security) and on‑premise security (data security) product management and deployments for assigned accounts.
• Act as a primary, single point of contact for assigned accounts. Develop strategic technical account plans aligning Thales solutions with customer goals and use cases.
• Engage with the assigned customers and keep them up to date via ongoing status about onboarding, configuration, tuning efforts, cases, feature requests (RFEs), and current news from the field on the latest security trends and developments and product release notes.
• Drive resolution of critical, high‑impact escalations. Perform quarterly systems health checks and business/service reviews.
• Become a champion by accelerating case closures and increasing visibility on pain points with their deployments. Be a customer's advocate and work with customers, partners, customer account teams, and other internal Imperva teams to reach timely resolutions.
• Create and deepen customer relationships by building rapport and traveling customers on‑site as needed.
• Analyze customer data such as case trends, traffic, alert and attack information to make solid recommendations for improving systems health and overall security posture.
• Provide deep technical expertise on Thales CSP broad portfolio, conduct advanced troubleshooting, deliver recommendations for optimizing customer environments.
• Assess customers' technical environment and requirements while managing expectations and following through on solutions or consulting on deployments.

• Minimum 8 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 4 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 Routing/Switching, TCP/IP, HTTP, SSL, Load balancers, Proxies, and Firewalls.
• Experience with…