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Program Manager

Job ID: R0113328 Location: California, United States of America
Regular Employment, Full time
Location: California, 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.


The Program Manager is responsible for the successful adoption of our solutions, for building value faster and for making for the product successful in the customer environment. S/He will be a knowledgeable and trusted advisor to the customer helping them achieve their business goals and drive greater business value. The objective of the Program Manager is to increase retention, customer satisfaction, stop customer attrition and nurture innovation.

This position is one of the essential interfaces to the customer, accountable for the overall customer well-being. You will be responsible for constructing and executing individual “Get Well” plans for accounts at risk and “Bear Hug” plans for nurturing customers. Key activities include engaging continually with customers, establishing trusted relationships, acting as the customer advocate, defining with the customer a “desired” state and orchestrating Guavus solutions towards that desired state.

Our Program Manager's work directly with customers to enhance their overall experience with Guavus products, coordinating resources including sales, support, R&D, Professional Services and/or partners -- building a long-standing relationship with customers and the account teams.

We are looking for people with a unique combination of technical expertise, enterprise implementation and project management, and excellent customer facing skills.

Key Responsibilities:

  • Overall responsibility for the customer relationship

  • Partner with the customer to establish a strategic roadmap for product deployment, upgrade and potential expansion

  • Ability to design, discuss and drive reference architectures

  • Create, document and implement best practices

  • Drive early adopters programs

  • Acting as a liaison between product management and the customer with a focus on communicating the roadmap, guiding customers while planning and managing their implementations and upgrades, and influencing the roadmaps based on customer input

  • Proactive management of customer satisfaction and supporting the renewals process to minimize customer attrition

  • Promoting opportunities for two-way communication between the customer and various groups

  • Ensuring the client takes advantage of best practices and fully leverages customer communities and other resources available as part of product and service contracts

  • Prioritizing, coordinating resources and driving resolution on escalated customer issues

  • Collaborate with sales teams to ensure growth attainment and footprint increase through identifying expansion opportunities

  • Help the customer identify risks to achieving their stated business goals

  • Efficiently and effectively manage customer related projects that require coordination between the customer, Guavus and its partners.

Required Skills and Experience:

  • Bachelor's degree in any discipline

  • 10+ years of experience with the Telecommunication industry

  • Fluent verbal and written communication skills in English

Preferred Skills and Experience:

  • Customer facing role (consulting, Professional Services, CTO Office) that includes, but not limited to, issue resolution and escalation management at both the business owner and executive levels

  • Deep understanding of the technology, ability to have deep technical discussion with customers

  • Excellent interpersonal skills and the confidence to be an honest advocate, willing to push back when needed for the best interest of the business and the customer

  • Knowledge of Cloud infrastructures, Big Data Platforms, Data Messaging technologies

  • Proficiency in Data domains, Analytics and Data science

  • Machine learning and Artificial Intelligence, IOT knowledge a plus

  • Proficiency with Data Carriers and service providers environments a must

  • Proven ability to collaborate and build strong relationships with customers especially at the C-level

  • Proven experience in managing project implementations

  • Master/PhD is preferred

  • Experience working in a multi-cultural global organization

  • Willing to travel within North America (up to 25%)

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!

Thales champions inclusion and we believe diversity strengthens the fabric of our culture. We are an Equal Opportunity Employer/AA/Minorities/Females/Veterans/Disabled.

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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 1-833-676-3700 or email us at

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

About our location

California, United States of America

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