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