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