Program Manager - Digital Touch Customer Success

At Thales, we know technology has the ability to make our world more secure, sustainable, and inclusive – and that it’s all driven by human intelligence.Because it takes human intelligence to build and power the systems and solutions that people depend on every day. So we stay curious and make space for diverse points of view. We share what we know and we challenge what’s possible.From manufacturing and engineering to cybersecurity and space, we’re driving progress in some of the world’s most important industries – and working together to build a future we can all trust.Thales delivers cybersecurity products and services that keep people and assets safe, giving organisations confidence in the security of their digital journeys. Our solutions are deployed in 148 countries, helping governments to maintain sovereignty, and organisations to preserve their strategic autonomy.Thales is a global leader in cybersecurity - no.1 in data security - with 6,000+ experts and developers. We bring trust and resilience to key industries including finance, health, retail and manufacturing, as well as vital sectors such as aerospace, critical infrastructure, defence and space.

YOUR ROLE

We are looking for a Program Manager - Digital Touch Customer Success to join team.

Digital Touch is a critical piece of the retention and growth strategy for Thales Cyber, enabling engagement with customers at scale using automation and targeted communication techniques.

In this fast-paced role, the successful candidate will be responsible for effective engagement with customers throughout their Imperva journey, delivering valuable content and interaction to customers to drive successful adoption.

Your Role

• Design and deliver programs to engage with customers at scale to increase successful product adoption and drive customer retention and growth
• Utilize various tools to automate and manage this engagement including Gainsight, User Voice, Brightcove (CMS) and Higher Logic (Community)
• Leverage NPS, CSAT, User Voice to drive action based on the voice of the customer
• Use customer data and feedback to identify and prioritize enablement roadmap
• Work with our 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 which can be used in customer reference programs

What You’ll Bring

• Relevant experience in a high-volume customer engagement role for example: Digital/Tech Touch Customer Success, Marketing Operations or SMB Account Management
• Experience of designing and implementing customer engagement strategies and program
• Ability to work on and lead cross-functional projects
• Data driven: experience of leveraging customer data analytics to prioritize and drive action
• Capable of strategic “out of the box” thinking to deliver results
• Experience with customer engagement tools such as Marketo, Gainsight, Hubspot, Churn Zero, Qualtrics etc
• Experience with CRM tools such as Salesforce
• Experience with IT Security and SaaS companies is an advantage
• Excellent communication and presentation skills
• Ability to work cross-functionally with internal teams

GOOD TO KNOW

Prior to being offered employment, you will need to complete pre-employment police and (role dependent) medical checks.

A Defence security clearance is required for this role; applicants must be Australian citizens and eligible to obtain and maintain an appropriate clearance.

Additional information with regards to clearances is available from the Australian Government Security Vetting Agency website http://www.defence.gov.au/AGSVA/. In some cases, individuals who hold a current clearance from a foreign government may be eligible to have this clearance recognised by the Australian Government and be eligible for this role.

The Australian Defence Trade Controls Act (DTCA) is applicable and as such, your nationality may be a factor in determining your suitability for this role.

The U.S. International Traffic in Arms Regulations (ITAR) and/or Export Administration Regulations (EAR) are applicable and as such, your nationality may be a factor in determining your suitability for this role.

We are recognised as a Family Friendly Workplace.

We are proud be to endorsed as a Work180 Employer, read more about our WORK180 endorsement.

WE ENCOURAGE YOU TO APPLY

After you have applied, you will receive an email acknowledging your application. We’ll then provide a personalised experience for suitable applicants as we progress the selection and assessment process. Prior to being offered employment, you will need to complete pre-employment police and depending on the role type, medical checks as well.

BENEFITS

As part of our Commitment, we offer:

• Competitive remuneration structure
• Hybrid and flexible working options under the Thales Flex program
• Paid parental leave and family support through Parents at Work
• The day off on your birthday each year
• Novated Lease options
• Ongoing personal and professional development opportunities
• Sonder – Wellbeing & Support Partner

It’s easy to dismiss the perfect opportunity if you don’t see yourself as the perfect fit. If this role feels right – no matter your background or personal circumstances – please introduce yourself or join our community. We’re committed to supporting a diverse workplace, and that starts here.

We’re proud to be endorsed by WORK180 as an Employer for All Women, but we know there’s always more we can do. We’ll continue to foster industry partnerships, employee resource groups (ERGs) and development opportunities to make Thales a genuinely equitable employer, for everyone.

Read more about our WORK180 endorsement.