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 career development.
- Sonder Wellbeing & Support Partner.
Thales is a family‑friendly workplace and an endorsed WORK180 Employer for All Women.
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📌 Program Manager - Digital Touch Customer Success (Melbourne)
🏢 Thales
📍 Melbourne
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