Customer Reliability Service Manager (CRSM)

Location: Tokyo, Japan

Thales is a global technology leader trusted by governments, institutions, and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation, our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of aerospace and space, cybersecurity and digital identity, we’re driven by a mission to build a future we can all trust.

Present in Japan since 1970, Thales promotes technological innovation and is an active and recognised partner for the development of Japanese infrastructure. Our strategy focuses on strengthening local partnerships and collaborating with key Japanese industrial players to address global needs as we continuously establish a dynamic and skilled workforce.

The CRSM ensures that the Cloud Services, sold to the customer, are properly implemented and performing in compliance with the contract, the agreed SLA and the applicable regulations The CRSM works closely with CRE, CRE Team Lead and CSM (Customer Success Management) teams in order to ensure his/her customers are experiencing the best performances from our Cloud Services according to our target to ensure service EXPAND and maximize the business value.

The CRSM acts as the primary interface between customers and internal teams, to guarantee the highest standards of service performance and customer satisfaction.

By proactively monitoring service delivery, identifying opportunities for service improvement, and driving issue resolution, the CRSM ensures that customers receive maximum business value from Thales Cloud Services. The CRSM also plays a key role in fostering positive long-term relationships, supporting service expansion, and contributing to customer growth and retention.

The CRSM represents both the voice of Thales to the customer and the customer voice inside Thales to drive customer-centric service approach and continuous improvement.

Main responsibilities:

• Act as primary interface/escalation point for the customer on all aspects related to the consumed services.
• Manage 2nd level of escalation (1:CRE TL > 2:CRSM > 3:CRE Mgr) related to the provided services.
• Take ownership of the signed service contract and ensure all agreements are understood and documented.
• Manage execution of Service Catalog/Change Request items.
• Manage sub-contracts or partners when specific to customer. Contributes to SLA/OLA definition (customer or sub-contractor/partner). 
• Gather and maintain up-to-date customer information details on CRE side (ex. confluence, ServiceNow, CMDB, etc.).
• Ensure all necessary details are transferred from Project to CRE team for transiting from BUILD to RUN. Own the SDVR process and make sure the necessary prerequisites are ready (SDVR checklist) before Production Acceptance and Go Live.
• Participate in defining and organizing training of all parties (CRE teams, subcontractors, partners…) involved with the provision of the services and ensures knowledge of the customer is maintained throughout the duration of the contract (track delivered training sessions).
• Participates in the definition of business metrics and KPIs for customers.
• Review customers dashboards in accordance with engagement model and customer segmentation.
• Analyse traffic pattern to identify potentials service improvement or business growth.
• Understand customer business model and trends, periodicity to anticipate capacity need.
• Provide customers capacity need to CRE/SRE team to scale up/down service size accordingly.
• Ensure issues are dealt with per the SLA and monitors issue escalation is managed appropriately. 
• Manage and share plan of actions with customers. Respect ETA, commitments taken with customers or any internal or external stakeholder.
• Deliver reports and KPI to the customers as per the agreed schedule.
• Ensure services are invoiced to customers as per the agreed schedule and billing model.
• Manage RUN projects, follow-up and report on financials. 
• Organize Bi-Weekly/Monthly/Quarterly Service reviews with customer to review service performance, incidents, KPIs, actions and propose improvements in accordance with engagement model and customer segmentation.
• Contribute to Monthly/Quarterly Service reviews with customer/partners by managing the service performance and incidents management details in accordance with engagement model and customer segmentation.
• Contribute to internal monthly Steering Committees and regional monthly reviews.
• Send and follow-up regular satisfaction surveys to customer to measure CSAT and NPS.

Additional duties:

• Follow-up customer activity linked to our Cloud Services on social media or other communication channels (ex. be aware of advertising campaign, new offer, etc.).
• Involve successful and promoting customers as testimony/advocacy. 
• Collaborate with CRE, PO/SD to animate best practices and knowledge sharing to customers (publication of articles, guides, webinars, blogs, etc.).
• Participate in pre-sales meetings with prospects to describe CRE service offering and track record.
• Contribute to pre-sales knowledge base (FAQ) to faster sales cycle and capitalize on experience.

Requirements:

• Bachelor’s degree in Computer Science or relevant related field of study.
• 3-5 years of experience in managed service operations or delivery.
• Knowledge of ITIL and Service Delivery best practices.
• Experience in direct cooperation with international customers.
• Excellent interpersonal and communication skills.
• Very good organizational and negotiation skills.

Preferred qualifications:

• Master’s Degree in computer science.
• Excellent English skills required, as the role involves engagement with regional organizations.
• ITIL certification.
• Experience working on cloud environment such as AWS.
• Work on different time zones with customers and teams located in different areas.

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.