Overview
Program Manager - Digital Touch Customer SuccessatThales
Thales is a global leader in cybersecurity and technology solutions.
This role focuses on engaging customers at scale to enable adoption, retention and growth as part of the Digital Touch strategy within Thales Cyber.
Responsibilities
Design and deliver programs to engage customers at scale to increase successful product adoption and drive customer retention and growth
Utilize tools to automate and manage engagement (Gainsight, User Voice, Brightcove, Higher Logic)
Leverage NPS, CSAT, User Voice to drive action based on voice of the customer
Use customer data and feedback to identify and prioritize the enablement roadmap
Collaborate with the Digital Community Manager and CS Enablement Manager to maximize customer networking, enablement and engagement via Community participation, targeted multimedia content and live events
Collaborate with the wider CS Operations team to develop analytics relating to the customer base, delivering insights into customer health, risk and growth opportunities and prioritizing engagement programs
Work with internal stakeholders including Support, Engineering, Product Management and Sales to advocate customer needs, drive product usage and identify growth opportunities
Maintain understanding of company technology, products, and services
Collect customer success stories for customer reference programs
Your Qualifications
Relevant experience in a high-volume customer engagement role (e.g., Digital/Tech Touch Customer Success, Marketing Operations or SMB Account Management)
Experience designing and implementing customer engagement strategies and programs
Ability to lead cross-functional projects
Data-driven with experience leveraging customer data analytics to prioritize and drive action
Strategic, out-of-the-box thinking to deliver results
Experience with customer engagement tools (Marketo, Gainsight, HubSpot, Churn Zero, Qualtrics, etc.)
Experience with CRM tools such as Salesforce
Experience with IT security and SaaS companies is advantageous
Excellent communication and presentation skills
Ability to work cross-functionally with internal teams
Good to Know
Pre-employment checks may be required (police and role-dependent medical checks)
Defence security clearance may be required; Australian citizenship and eligibility to obtain/maintain clearance are prerequisites
Additional clearance information available via the Australian Government Security Vetting Agency
DTCA, ITAR/EAR considerations may apply depending on nationality
We are a Family Friendly Workplace and endorsed by WORK180 as an Employer for All Women
Conditions
Employment type: Full-time
Seniority level: Not Applicable
Job function: Project Management and Information Technology
Industries: Aviation, Aerospace, Defense and Space Manufacturing
We encourage you to apply.
After you apply, you will receive an acknowledgement email and a personalised experience as we progress through the selection process.
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