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Product Manager Cloud Services SaaS (Remote)

Job ID: R0140092 Location: Austin, Texas, United States of America
Regular Employment, Full time
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.

Thales is currently seeking a Product Manager Cloud Services to join the team in Austin, TX.  This role can be fully remote, but candidates that are local to Austin, TX are preferred.  Do you have SaaS organization deployment operational experience? Are you a mature and over-achieving product manager looking for exciting new challenges?   Are you a top notch SaaS engineer looking to make a shift to a product management role? Then this opportunity within the world leader in digital security could be yours!

The Product Manager Services is responsible for the product planning and success throughout the Product Lifecycle, including: gathering and prioritizing product and customer requirements, defining the product vision, and working closely with Solution/Product Owners, Sales, SEs, PS, Marketing, Service Operations and Support to ensure revenue and customer satisfaction goals are met. The Product Manager Services will be responsible for the SaaS delivery of all relevant products in the Software Monetization portfolio, like EMSaaS, LDKaaS, SCL, Connect, ESDaaS, Up and future offerings to be added.  The Product Manager Services will support the global growth of this part of the business, with a view of growth as well as cost metrics.

Key Responsibilities:

  • Drive efficiency and continuous improvement initiatives to improve cost and quality of service

  • Ensure Service Level Agreement delivery to the customer on all metrics as stated in Contracts

  • Own the user-experience for all offerings delivered as a service

  • Ensure all cloud service customer contractual obligations can be achieved

  • Drive relevant certifications around security and data privacy

  • Define and manage KPIs for service delivery effectiveness and prioritize requirements to improve performance and ensure objectives are met

  • Build relationships with key customer staff as Single Point of contact and Customer advocate

  • Specify detailed functional and non-functional requirements along with business justifications as credible input into the planning process

  • Prioritize based on data, customer requirement and feedback

  • Manage complex or risky solutions that involve large revenue and critical or high-level customers.

  • Manage the transition from project to production as the point of contact for Operations and support the final acceptance of the transfer

  • Provide escalation support for all critical tasks to include outage management and any severe incidents

  • Provide proposal response support for sales

  • Oversee the planning and prioritizing of solution migration from customer premises to Thales Cloud with the Project team

  • Support quarterly meetings with customers to review metrics (Service Level Agreements and Service Level Objectives) and reporting

Required Skills and Experience:

  • Minimum of 3 years’ Service Management experience

  • Minimum of 3 years working in a scaled pure SaaS company

  • Minimum of 5 years of IT and technical experience in a customer facing role

  • Experience in one or more of the following: Cloud infrastructure, software as a service, big data, security and privacy, development and operations, or artificial intelligence/machine learning

  • Experience with Google Cloud Platform (GCP) and Amazon Web Services (AWS)

Preferred Skills and Experience:

  • Strong verbal and written communication skills in an international and global environment, proficiency in English

  • Ability to manage tasks to closure, with cross-functional inputs

  • Excellent organization and time management skills with the ability to self-prioritize tasks and work across multiple time zones

  • Outstanding commitment to Customer Success

  • Ability to effectively converse on complex topics from solution concepts to technical details with a diverse group of individuals

  • Drive to always make things better – able to show historical improvements in efficiency, service upgrades and cost management

  • Prior experience with managing Service Level Agreements within a technical organization

  • Business and technical knowledge of IaaS, SaaS, PaaS and cloud computing

  • Experience in Crisis Management and managing customer escalations

  • Proven teambuilding background with emphasis on teamwork within team and with non-direct reports

  • Verifiable customer relationship experience in previous positions with the ability to give relevant and specific examples of that experience

  • Excel in a fast-paced and sometimes unstructured environment and willingness to do whatever necessary to get the job done

  • Experience with API-driven architectures

This position will require successfully completing a post-offer background check. Qualified candidates with [a] criminal history will be considered and are not automatically disqualified, consistent with federal law, state law, and local ordinances.

Successful applicant must comply with federal contractor vaccine mandate requirements.

Thales champions inclusion and we believe diversity strengthens the fabric of our culture. We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law


If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at talentacquisition@us.thalesgroup.com.


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For United States Candidates

Thales is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, age or any other characteristic protected by law. Please read Thales Equal Opportunity Policy Statement. Please read our Pay Transparency Policy Statement.

For more information about your rights as an applicant, please review EEO is the Law and EEO is the Law Supplement or EEO is the Law (Spanish) and EEO is the Law Supplement (Spanish).

If you need an accommodation or assistance in order to apply for a position with Thales, please call Human Resources at 1-844-504-7271 or email us at resourcing@us.thalesgroup.com.

Thales is an E-Verify employer - learn more here.

About our location

Austin, United States of America