Sr. Technical Account Manager - Thales

Thales CPL and Imperva have combined forces to become the largest data security and application security vendor in the world and to jointly develop cybersecurity products for the largest companies around the globe. The joint offering allows covering all aspects of application security and data security for our customers in a way no other vendor can compete with, and makes the Thales and Imperva brand the strongest in the market worldwide!

USA - Remote.

Position Summary

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. In addition, 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).

Key Areas of Responsibility

• 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