Sr. Technical Account Manager

Imperva's Technical Account Manager (TAM) program offers enterprise customers a premium experience, driving value through accelerated adoption and maturity by focusing on technical objectives and unique business requirements. The TAM acts as a trusted advisor with expertise in Imperva products, building relationships, understanding customer environments, and providing ongoing technical guidance on implementation, expansion, new features, and best practices. The program ensures customer success by maturing their environment and maximizing utilization through health checks, security reports, and service reviews. TAMs also assist with support cases, escalations, bug management, and liaise with internal technical and business functions.

Must Have

• Champion Imperva's cloud and on-premise security product management and deployments.
• Act as a primary, single point of contact for assigned accounts.
• Develop strategic technical account plans aligning Thales solutions with customer goals.
• Drive resolution of critical, high-impact escalations.
• Perform quarterly systems health checks and business/service reviews.
• Advocate for customers and work with internal Imperva teams for timely resolutions.
• Analyze customer data (case trends, traffic, alerts) to recommend security posture improvements.
• Provide deep technical expertise on Thales CSP portfolio and conduct advanced troubleshooting.
• Assess customers' technical environment and requirements, managing expectations.
• Minimum 8 years experience in Technical Support (tier 2-3) or 4+ years in a Technical Account Manager role.
• Documented experience in web/network/information security industries.
• Minimum 4 years experience with Cloud, Security, or Network related products.
• Proven ability to manage complex implementation and onboarding projects.
• Demonstrated experience with Internet Security and Networking Technologies (TCP/IP, HTTP, SSL, Firewalls).
• Working knowledge of a scripting language for automation tasks (Python, Shell).
• Working knowledge of Terraform for cloud infrastructure.

Good to Have

• Minimum 4-year bachelor's degree in Information Systems, Computer Science, Telecommunications, or Technology field.
• Excellent communication (written and verbal) and interpersonal skills.
• Demonstrated ability to work independently as part of a larger team.
• Ability to communicate effectively with Development, Quality Assurance, Security, and Sr. Management teams.
• Ability to build and maintain long-term relationships with strategic customers.
• Knowledge of enterprise applications and Web Application Security (OWASP top 10) understanding.
• Excellent Customer Support and problem-solving skills with a strong sense of customer commitment.
• Prior experience with Linux and other UNIX operating systems.
• Well-organized with the ability to multi-task and prioritize with minimal supervision.
• Ability to understand and communicate concepts quickly, succinctly, and accurately.
• Demonstrated ability to evaluate business needs, network infrastructure, web application architecture, security requirements, and DNS configurations of clients.

Perks & 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

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 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!

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.
• Provide deep technical expertise on Thales CSP broad portfolio, conduct advanced troubleshooting, deliver recommendations for optimizing customer environments
• Assess customers' technical environment and requirements while managing expectations and following through on solutions or consulting on deployments.

Minimum Qualifications

• Minimum 8 years experience in Technical Support (tier 2-3) or 4+ years of experience in a Technical Account Manager role.
• Documented experience as Technical Account Manager, or Pre/Post Sales background within the web/network/information security industries.
• Minimum of 4 years experience working with Cloud or Security or Network related products.
• Proven ability to manage complex implementation and onboarding projects, consulting assignments, and technical escalations related to security, DDoS protection, including infrastructure, DNS and application services, Website security, CDN, and Load Balancing.
• Demonstrated experience working with Internet Security and Networking Technologies such as Routing/Switching, TCP/IP, HTTP, SSL, Load balancers, Proxies, and Firewalls.
• Experience with Relational Databases (MSSQL, Oracle, MySQL, or DB2) is not mandatory but desired.
• Demonstrated ability to evaluate business needs, network infrastructure, web application architecture, security requirements, and DNS configurations of clients to deliver appropriate integration solutions.
• Working knowledge of a scripting language for automation tasks, such as Python, Shell.
• Working knowledge of Terraform, creating, maintaining and optimizing configurations, provision and scale cloud infrastructure.

Preferred Qualifications

• Minimum of a 4-year bachelor's degree in Information Systems, Computer Science, Telecommunications, or any Technology field.
• Excellent communication (written and verbal) and interpersonal skills.
• Demonstrated ability to work independently as part of a larger team.
• Ability to communicate effectively with Development, Quality Assurance, Security, and Sr. Management teams to resolve technical issues.
• Build and maintain long-term relationships with strategic customers.
• Knowledge of enterprise applications and Web Application Security (OWASP top 10) understanding.
• Excellent Customer Support and problem-solving skills with a strong sense of customer commitment.
• Prior experience with Linux and other UNIX operating systems.
• Well-organized with the ability to multi-task and prioritize with minimal supervision.
• Ability to understand and communicate concepts quickly, succinctly, and accurately.
• Demonstrated ability to evaluate business needs, network infrastructure, web application architecture, security requirements, and DNS configurations of clients to deliver appropriate integration solutions.

This position will require successfully completing a post-offer background check. Qualified candidates with criminal history will be considered and are not automatically disqualified, consistent with applicable federal law, state law (the California Fair Chance Act), and local ordinances (San Francisco Fair Chance Ordinance, City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, and Los Angeles County’s Fair Chance Ordinance for Employers).

We are an equal opportunity employer, including disability and veteran status. All qualified applicants will receive consideration for employment without regard to sex, 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.

Thales provides an extensive benefits program for all full-time employees working 30 or more hours per week and their eligible dependents, including the following:

• 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