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Senior Technical Account Manager

2 weeks ago

Changi, Singapore Thales Full time

Location: Singapore, Singapore

In Singapore, Thales has been a trusted partner since 1973, originally focused on aerospace activities in the Asia-Pacific region. With 2,000 employees across three local sites, we deliver cutting-edge solutions across aerospace (including air traffic management), defence and security, and digital identity and cybersecurity sectors. Together, we’re shaping the future by enabling customers to make pivotal decisions that safeguard communities and power progress.

As a Senior Technical Account Manager (TAM) at Imperva, you will partner with enterprise customers leveraging Imperva’s Data Security product suite to ensure successful implementation and maximize return on investment. Through a white-glove experience, you will provide strategic guidance, proactive mentorship, and best practices, ensuring customer success and accelerated security maturity.

You will be responsible for customer education, process adherence, technical advisory, and strategic planning, acting as a trusted advisor to key stakeholders, including CISOs, security architects, and compliance officers.

Your expertise in data security, compliance frameworks, and industry best practices will be instrumental in supporting customers in meeting their security objectives.

**Responsibilities**:
**Customer Success & Enablement**
- Serve as the primary technical advisor, helping customers navigate their data security journey.
- Conduct regular health checks and service reviews to optimize system performance and enhance security posture.
- Lead Executive Business Reviews (EBRs) to discuss security posture, risk management, and future roadmap planning.
- Improve CSAT response rate, ensuring 100% feedback survey completion for all engagements.
- Deliver at least one enablement session per customer or quarterly community webinar to educate customers on best practices and new features.

**Process Adherence & Compliance**
- Ensure timely logging of customer interactions, configurations, and escalations.
- Maintain up-to-date customer contacts and weekly reports for all accounts.
- Track and log work hours in the time management system to ensure compliance with bi-weekly reporting requirements
- Support customers during security audits and compliance assessments, aligning security strategies with regulations (e.g., GDPR, HIPAA, PCI DSS, ISO 27001, NIST).

**Technical Expertise & Incident Management**
- Act as the technical escalation point for security incidents, breaches, and vulnerabilities, working closely with internal security teams and customer stakeholders.
- Analyze case trends to accelerate issue resolution and drive product enhancements based on real-world customer feedback.
- Provide feedback to Product and Engineering teams to influence new features and product development.
- Conduct training sessions, workshops, and documentation reviews to educate customers on database security technologies.

**Strategic Planning & Industry Knowledge Enhancement**
- Develop and maintain tailored security roadmaps aligned with customer objectives.
- Stay ahead of emerging security threats, industry trends, and compliance requirements.
- Support new hire training programs by contributing to employee onboarding and technical enablement plans.

**Requirements**:

- Bachelor’s degree in computer science, Information Security, or a related field
- 7+ years of experience in technical account management, database security, or information security
- Expertise in database security technologies, including data encryption, access management, and threat detection tools.
- Strong knowledge of security frameworks and compliance standards (e.g., NIST, ISO 27001, GDPR, HIPAA, PCI DSS, CCPA).
- Familiarity with SIEM, EDR, DLP, IAM, CASB, UEBA, and other security technologies.
- Strong understanding of cloud security environments (AWS, Azure, GCP).
- Strong problem-solving and analytical skills with the ability to manage multiple customer accounts.
- Industry certifications (CISSP, CISM, CEH, CCSP, etc.) are a big plus.

**Other Information**:

- Working Location: Suntec City
- Working Hours: Monday - Friday, 9am - 6pm

At Thales, we’re committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do. Here, you’ll feel empowered to bring your best self, thrive in a supportive culture, and love the work you do. Join us, and be part of a team reimagining technology to create solutions that truly make a difference - for a safer, greener, and more inclusive world.