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.
n
Responsibilities
n
n
Design and deliver programs to engage customers at scale, increasing adoption and retention.
n
Utilize tools such as Gainsight, User Voice, Brightcove CMS, Higher Logic Community to automate and manage engagement.
n
Leverage NPS, CSAT, User Voice to drive action based on customer voice.
n
Use customer data and feedback to prioritize enablement roadmap.
n
Collaborate with Digital Community Manager and CS Enablement Manager to maximize networking, engagement, and content delivery.
n
Develop analytics on customer health, risk and growth opportunities, delivering insights to CS Operations.
n
Advocate customer needs with Support, Engineering, Product Management and Sales to drive product usage and identify growth opportunities.
n
Maintain knowledge of company technology, products, and services.
n
Collect customer success stories for reference programs.
n
n
Qualifications
n
n
Relevant experience in high-volume customer engagement roles such as Digital/Tech Touch Customer Success, Marketing Operations or SMB Account Management.
n
Experience designing and implementing customer engagement strategies and programs.
n
Ability to lead cross-functional projects.
n
Data‐driven with experience using customer data analytics to prioritize action.
n
Strategic thinking and cutting-edge results delivery.
n
Familiarity with tools such as Marketo, Gainsight, HubSpot, Churn Zero, Qualtrics.
n
Experience with Salesforce; experience with IT security and SaaS companies is an advantage.
n
Excellent communication and presentation skills.
n
n
Security Clearance
n
Applicants must be Australian citizens eligible for an Australian Defence security clearance.
n
Benefits
n
n
Competitive remuneration structure.
n
Hybrid and adaptable working options (Thales Flex program).
n
Paid parental leave and family support.
n
Birthday day off.
n
Novated lease options.
n
Ongoing career development.
n
Sonder Wellbeing & Support Partner.
n
n
Thales is a family‐friendly workplace and an endorsed WORK180 Employer for All Women.
J-18808-Ljbffr
📌 Program Manager Digital Touch Customer Success Victoria (Australia)
🏢 Thales
📍 Australia
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.