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Program Manager - Digital Touch Customer Successthales • Melbourne, AU
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Program Manager - Digital Touch Customer Success

Program Manager - Digital Touch Customer Success

thales • Melbourne, AU
30+ days ago
Job description

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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Program Manager - Digital Touch Customer Success • Melbourne, AU