[Remote] Account Manager

Note: The job is a remote job and is open to candidates in USA. Thales is a leader in digital security, providing identity management and data protection solutions. The Sales Account Manager will be responsible for maintaining and growing relationships with key customers while driving the adoption and expansion of Thales products and services within their organizations.

Responsibilities

• As an Account Manager, you will be the main account owner and the first point of contact for newly won or existing Cards and Issuance services customers, and will be responsible for building strong relationships with our clients during Adopt, Expand and Renew sales cycles
• Build and maintain strong long-term relationships with all key stakeholders, including C-level and senior executives for the accounts under your scope
• Collaborate with Land Sales team to ensure optimal responsibility transition from the Land towards the Adopt phase of our customer engagements
• For newly won customers, you will be accountable for a successful customer onboarding journey by collaborating with internal teams to ensure fast project completions and maximize revenue generation
• Lead and manage critical conflict resolution, to ensure excellent customer service and experience with Thales
• As the Account Owner, and if applicable, you will collaborate with SaaS Expand peers to ensure that Thales meets the customer needs for all contracted products or services, in an unified point of view, and when necessary be the main escalation path in the account for conflict resolution
• Become the voice of customer, and provide feedback to internal teams in regards to the needs and recommendations on new products and services definition
• The Account Manager will build a customized pitch that will target the most pressing needs of your prospect/client, resonate with your audience, and hence positively drive lead qualification and identification
• Be able to map the account, present and defend both the technical and commercial aspects of Thales unique selling points to all customer stakeholders (Digital Transformation, Operations, IT, Business teams, etc), including C-level executives
• Manage complete and complex sales-cycles with multiple stakeholders
• Define and build the commercial proposals, consolidating the contributions from relevant teams (Pre-sales, Architects, Finance, Legal, etc)
• Lead deal closure and contract negotiation with customers until the execution of project kick-off-meetings and official hand-over to the Expand team
• Work with the customer to identify areas for improvement, product and service enhancements that drive customer satisfaction, retention and trigger opportunities for sales expansion
• Collaborate with internal teams to meet customer expectations, and proactively propose to the customer better ways to use our Card products and Issuance Services, maximizing the value for both our customer and ourselves
• Responsible for developing, validating and following-up the Strategic Account Plans (for prospects and existing customers) to ensure the achievement of quarterly and yearly business targets, in collaboration with SaaS Expand peer if applicable
• Identifying and nurturing sales expansion opportunities within the current Cards and Issuance Services scope with our customers, until effective opportunity closing
• Collaborating with the Internal team in identifying and building a plan to up-sell opportunities for new products and services within the scope of your customer portfolio
• Accountable for the implementation of the Strategic Account Plans, you will collaborate with Thales teams to meet the objectives agreed and ensure customer satisfaction
• Report on key account metrics, in collaboration with SaaS Expand peer if applicable, to the Sales Management team for regular business reviews and follow up Account Strategic Plans Responsible for providing revenue forecasts through our CRM tool for the Cards & Issuance services contracted by our customers, and as well contribute to the project resources forecasts exercise
• Provide visibility of your opportunity pipeline and share short to mid-term revenue forecasts through the CRM tool in dedicated sessions with your Sales Manager
• Establish and keep close contact with Internal teams to ensure that your opportunities have the appropriate level of resources
• Establish a close relationship with your Expand peer, building a strong team to optimize lead detection and maximize opportunity closing
• Conduct periodic account health-checks, and when necessary, conduct surveys, to proactively identify and address any potential risks to the relationship
• Identify renewal risks and collaborate with internal teams (Customer Service, Technical Consultants) to remediate them ahead of renewal negotiations
• Lead and close the contract and price renewals with customers, through a strong collaboration with Thales teams (Finance, Legal, Product Line, and others) to maximize value and minimize risks for Thales

Skills

• 8-10 years of experience in a customer-facing role within the Financial Institutions and/or FinTech industry
• Awareness on Payment Cards and Personalization industry
• Exceptionally strong customer service skills, including issue tracking, triaging and crisis management, managing large customers portfolios
• Strong leadership skills with a focus on influencing decision making by using data points
• Outstanding organizational skills and agility
• Have a proven consultative mindset in understanding customer needs and challenging them on solutions, whilst always working towards sales closure
• Strong business understanding of SaaS solutions, Issuance Market, Card Manufacturing and Personalization services preferably and how they apply to the financial services industry in your market
• Ability to Create and maintain trusted and lasting relationships and influence key decision makers, particularly at the C-suite level in Financial Institutions
• Experience in carrying individual quotas for B2B sales and revenues for existing accounts at an enterprise level
• Be able to demonstrate strong growth in new business development, driving net new logo acquisition amongst all tiers of financial institutions and FinTech clients
• Knowledge and experience of Financial Institutions/FinTech procurement practices and sales lifecycle processes, typical for selling enterprise platforms into financial institutions
• Ability to travel domestically up to 30% of the time
• Proficiency in English is a must, as well as effective verbal and written communication skills
• 8 to 10+ years of experience in SaaS solutions, Issuance Market, Card Manufacturing and Personalization services
• Certification
• Bachelor's degree / Master's degree - Degree in Business, Marketing, STEM or another relevant field of study; or equivalent work experience. An MBA is a plus and not mandatory

Benefits

• Elective Health, Dental, Vision, FSA/HSA, Voluntary Life and AD&D, Whole Group Life w/LTC, Critical Illness, Hospital Indemnity, Accident Insurance, Legal Plan, Identity Theft, and Pet Insurance
• Retirement Savings Plan after 30 days of employment with a company contribution and a match, and with no vesting period
• Company paid holidays and Paid Time Off
• Company provided Life Insurance, AD&D, Disability, Employee Assistance Plan, and Well-being Program

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