Technical Account Manager

Location: Minato-Ku, 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.

Role Overview

The Technical Account Manager (TAM) serves as the primary trusted advisor for strategic customers in Japan, ensuring they achieve maximum value from the company's security and technology solutions, through regular business discussions and stakeholder engagement in Japanese.

The TAM acts as the bridge between customers, technical teams, support, professional services, and product management, providing proactive guidance, technical expertise, and customer advocacy.

Key Responsibilities

• Build and maintain strong relationships with enterprise customers and stakeholders in Japan, including conducting business discussions and correspondence in Japanese
• Serve as the primary technical point of contact for assigned accounts.
• Conduct regular service reviews, technical workshops, and architecture discussions.
• Provide proactive recommendations to improve security posture, performance, and product adoption.
• Coordinate resolution of critical incidents and manage escalations across internal teams.
• Advocate for customer requirements and provide feedback to product management and engineering teams.
• Track customer health, risks, and opportunities to ensure successful outcomes.
• Support onboarding, migrations, upgrades, and optimization initiatives.
• Prepare and deliver presentations, reports, and executive briefings in both English and Japanese.
• Facilitate communication between global teams and Japanese-speaking customers.

Required Qualifications

• Proficiency in Japanese to manage business correspondence and discussions with Japanese-speaking stakeholders, customers and partners.
• Bachelor's degree in Computer Science, Information Technology, Cybersecurity, or related field.
• 5+ years of experience in Technical Account Management, Customer Success, Professional Services, Technical Support, or Solutions Engineering.
• Strong understanding of:
• Network security
• Web application security
• Cloud technologies (AWS, Azure, GCP)
• APIs and application architectures
• SaaS security solutions
• Experience managing enterprise or strategic accounts.
• Excellent troubleshooting and problem-solving skills.
• Strong stakeholder management and communication skills.

Preferred Qualifications

• Experience supporting government, defense, financial services, or critical infrastructure customers.
• Security certifications such as CISSP, CISM, Security+, CCSP, or equivalent.
• Experience with AppSec, WAF, DDoS protection, API Security, or IAM solutions.
• Familiarity with ITIL and customer success methodologies.
• Key Success Factors
• Customer retention and satisfaction.
• Technical issue resolution and escalation management.
• Product adoption and value realization.
• Executive stakeholder engagement.
• Successful coordination between customer and internal teams

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.