Customer Program Manager

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.

As a Customer Program Manager for our Banking & Payment solutions team, you will be primarily focused on managing e-commerce and Digital Payment Services customers, facilitating project onboarding efficiently and ensuring a fast Time to Market (TTM). You will be responsible as well of maintaining technical account management during the project run phase, for running service performance reviews with customer, monitoring their traffic, and ensuring high levels of Customer Satisfaction.

Responsibilities

• Lead the project onboarding process with e-commerce customers.
• Coordinate internal teams to ensure smooth integrations & implementations and develop project timelines.
• Serve as main point of contact with customers and build strong relationships with stakeholders while assessing client needs to identify upselling and cross-selling opportunities.
• Conduct service performance reviews identifying areas of improvement, collaborating with technical teams to address issues and concerns raised by customers.
• Monitor and mitigate potential risks that may impact project timelines and service performance.
• Ensure high levels of customer satisfaction addressing their inquiries and escalations while being accountable for CSAT and NPS.
• Maintain accurate records of customer interactions and prepare regular reports of services performance, satisfaction, and project status.
  
  
  

Qualifications & Experience

• Bachelor´s degree in engineering or related fields.
• At least 5 years of experience as an account manager, customer success manager or program management roles.
• Experience or understanding of the e-commerce & payment processing industry.
• Fluent in Spanish and English (B2).
  
  
  

Position Requirements

• Availability to travel internationally within LATAM if necessary.
• Argentinian citizenship or work permit.
• Hybrid role, office based in Buenos Aires.
  
  
  

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