Customer Reliability Service Manager

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. **Customer Reliability Service Manager** This position is **hybrid** model in our **Polanco** unit. **Position Summary** 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. **Key Areas of Responsibility** - Act as primary interface to the customer for all aspects related to the consumed services. - Understand customer business model and trends, periodicity to anticipate capacity need. - 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.). - Take ownership of the signed service contract and ensure all agreements are documented and followed. - Gather and maintain up-to-date customer information details on CRE side (ex. confluence, ServiceNow, CMDB, etc.). - Ensure procedures comply with regulations, per customer specifications of export of data or security rules. - Manage sub-contracts or partners when relevant. Contributes to SLA/OLA definition (customer or sub-contractor/partner). - Fine-tunes customer service requirements, creates and maintains procedures for all aspects of the consumed services (ex. solution hosting, support levels and SLA, deployment logistics, equipment maintenance and field services). - 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). - Ensure all necessary details are transferred from Project to CRE team for transiting from BUILD to RUN. Own the TRR process and accept or refuse the project based on predefined TRR check list. - Define the business metrics and KPIs for customers and measure how these improve over time. - Contribute to the definition SLI/SLO and so the Error Budget by providing feedback on customer experience to CRE Manager - Provide customers capacity need to CRE/SRE team to scale up/down service size accordingly. - Review customer dashboards on a daily basis. - Analyse traffic pattern to identify potentials service improvement or business growth. - Deliver reports and KPI’s to the customers as per the agreed schedule. - Ensure issues are dealt with per the SLA and monitors issue escalation is managed appropriately. - Manage customer complaints related to the managed services. - Manage 2nd level of escalation (1:CRE TL > 2:CRSM > 3:CRE Mgr). - Organize Monthly/Quarterly Service reviews with customer to review service performance, incidents, KPIs, actions and propose improvements when account is not managed by a CSM. - Contribute to Monthly/Quarterly Service reviews with customer/partners by managing the service performance and incidents management details when account is managed by a CSM. - Organize Monthly/Quarterly Service reviews with third parties to review service performance, incidents, KPIs, actions and propose improvements. - Manage RUN project, follow-up and report on financials. - Follow-up and report on transaction volumes. - Contribute to internal monthly SteerCos and regional monthly reviews. - Define customer performance improvement plan and execute it. - Manage and share plan of actions with customers. Respect ETA, commitments taken with customers or any internal or external stakeholder. - Ensure services are invoiced to customer and participates to financial reviews, when account is not managed by a CSM (done by CSM otherwise). - Send and follow-up regular satisfaction surveys to customer, when account is not managed by a CSM (done by CSM otherwise). - Collaborate with CRE, PO/SD to animate best practices and knowledge sharing to customers (publication of articles, guides, webinars, blogs, etc.). - Contribute to service offering definition with CRE Manager, providing estimated costs and service description. - 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. - Involve successful and promoting customers