Job Overview
Thales is looking for a Program Manager – Digital Touch Customer Success to join our team. The role involves engaging customers at scale, driving adoption, and ensuring success throughout the Imperva journey.
Responsibilities
* Design and deliver programs to engage customers at scale, increasing adoption and retention.
* Utilize tools such as Gainsight, User Voice, Brightcove CMS, Higher Logic Community to automate and manage engagement.
* Leverage NPS, CSAT, User Voice to drive action based on customer voice.
* Use customer data and feedback to prioritize enablement roadmap.
* Collaborate with Digital Community Manager and CS Enablement Manager to maximize networking, engagement, and content delivery.
* Develop analytics on customer health, risk and growth opportunities, delivering insights to CS Operations.
* Advocate customer needs with Support, Engineering, Product Management and Sales to drive product usage and identify growth opportunities.
* Maintain knowledge of company technology, products, and services.
* Collect customer success stories for reference programs.
Qualifications
* Relevant experience in high-volume customer engagement roles such as 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 using customer data analytics to prioritize action.
* Strategic thinking and innovative results delivery.
* Familiarity with tools such as Marketo, Gainsight, HubSpot, Churn Zero, Qualtrics.
* Experience with Salesforce; experience with IT security and SaaS companies is an advantage.
* Excellent communication and presentation skills.
Security Clearance
Applicants must be Australian citizens eligible for an Australian Defence security clearance.
Benefits
* Competitive remuneration structure.
* Hybrid and flexible working options (Thales Flex program).
* Paid parental leave and family support.
* Birthday day off.
* Novated lease options.
* Ongoing professional development.
* Sonder Wellbeing & Support Partner.
Thales is a family‐friendly workplace and an endorsed WORK180 Employer for All Women.
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