Escalation Manager - Technical Support (Construction)
Location: Ontario Remote Worker, Canada 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 billions 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.
This is remote position in Canada, preferably in the CST or EST time zone
Position Summary
We have a current vacancy for an Escalation Manager – Technical Supportto join our Team in Canada. Escalation Manager – Technical Support is part of the client Services team and is geared towards managing all escalation activities, for assigned high valued customer accounts or accounts nominated by the Thales Customer Success Management team to offer this service. with goals for mutual beneficial outcomes.
Essential Functions




You will meet regularly with assigned accounts to continually grow and maintain an understanding of the customers' issues, the solution use-case as it evolves over time, and customer implementation schedule and key milestones.
You will work with customers to develop plans to mitigate delays and resolve issues to support customer implementation schedules.
You will periodically visit, if possible, your assigned customers to obtain feedback on solution and service performance related to the respective customers
You will serve as the primary voice of the customer within Thales bringing key customer needs and expectations back into the organization and advocate on the customers' behalf.
You will engage in and coordinate efforts to provide customer support and solutions by leading cross-functional efforts to ensure customer satisfaction.
You will attend and support CSM led periodic regional business review meetings, as required, to provide progress on specific customer accounts.
You will develop, implement, and propose strategies to strengthen

📌 Escalation manager (Winnipeg)
🏢 Canadian Inclusion
📍 Winnipeg