Technical Account Manager – Team Lead
Thales
full-time
Posted on:
Location Type: Hybrid
Location: Remote • United Kingdom
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Job Level
About the role
- Provide hands-on guidance to the team in diagnosing and resolving complex technical issues, ensuring systematic troubleshooting and effective resolution.
- Act as an escalation point for advanced technical challenges, coaching TAMs on root cause analysis and structured incident management.
- Drive continuous improvement by encouraging knowledge sharing, collaborative problem-solving and documentation of lessons learned.
- Collaborate closely with Sales, Product Management and Engineering to share customer risks, opportunities and roadmap insights.
- Advise on strategies to maximise Sentinel product usage, customer retention and long-term value.
- Lead, coach and manage a team of Sentinel Technical Account Managers, ensuring individual and collective performance aligns with Thales’ objectives.
- Provide technical and professional mentoring, conducting regular 1:1s and supporting continuous learning and development.
- Set, monitor and report against team targets including customer satisfaction, SLA achievement and product adoption.
- Allocate TAM resources across customer accounts, balancing workload, priorities and risk.
- Support the professional growth, engagement and well-being of team members.
- Oversee the delivery and ongoing support of Sentinel products and services, ensuring a consistent and high-quality customer experience.
- Review and validate corrective action plans, root cause analyses and retrospectives produced by the team.
- Ensure best practices are followed for environment health checks, technical upgrades and proactive customer engagement.
- Promote a strong feedback culture, consolidating customer insights and team recommendations for Product Management and internal stakeholders.
- Identify gaps in processes, tooling, or ways of working and drive improvements to service delivery methodology.
- Encourage innovative thinking and creative problem-solving to address customer challenges.
Requirements
- Demonstrated experience leading technical, support, or customer success teams within a complex, multinational environment.
- Strong customer-facing background with a commitment to delivering excellent customer outcomes.
- Experience guiding teams through complex troubleshooting, advanced technical escalations and process optimisation.
- Excellent written and verbal communication skills, with fluency in business English.
- Experience across a broad technical landscape, including:
- Linux, Unix, Solaris
- Cloud technologies (GCP, AWS)
- RESTful APIs
- Datadog or similar monitoring and observability tools
- Programming languages: C, C++, C#, .NET, Java
- Databases and enterprise platforms: SQL, Oracle, SAP, NetSuite
- This role will require SC Clearance. It would be advantageous if currently held, however, if not currently held, it is a requirement that the successful applicant will undergo, achieve, and maintain SC Clearance.
Benefits
- Performance-related bonus
- Hybrid working
- Pension scheme
- 28 days annual leave (plus Bank Holidays)
- Life cover
- 24/7 Employee Assistance Programme and access to mental wellbeing support
- Employee discount schemes with major brands and retailers
- Learning, development and career progression opportunities within Thales
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
LinuxUnixSolarisGCPAWSRESTful APIsCC++C#.NETJavaSQLOracleSAPNetSuite
Soft Skills
coachingproblem-solvingcommunicationcustomer engagementteam managementmentoringcontinuous improvementcollaborationfeedback cultureinnovative thinking
Certifications
SC Clearance