Digital Program Manager

Job Description:

Location: BELFAST ARNOTT HOUSE, United Kingdom

Thales is a global technology leader with more than 83,000 employees on five continents. With over 7,500 people in the UK, operating across defence, space, aerospace, and digital security, we help build a future we can all trust. Thales supports the security and stability of our nation by providing extraordinary technology to our customers, as well as delivering social value to the UK with our products and services.

Title: Digital Program Manager
Base location: Belfast, Northern Ireland (Hybrid)

Thales:
Thales is an analyst-recognized, cybersecurity leader-championing the fight to secure data and applications wherever they reside. Once deployed, our solutions proactively identify, evaluate, and eliminate current and emerging threats, so you never have to choose between innovating for your customers and protecting what matters most. Thales-Protect the pulse of your business. Learn more: www.thalesgroup.com

Summary:
Thales is looking for a Digital Program Manager - Digital Touch Customer Success to join our growing CSM team, based in Belfast, Northern Ireland. Digital Touch is a critical piece of the retention and growth strategy for Thales, 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 Thales journey, delivering valuable content and interaction to customers to drive successful adoption of Thales products.
You will also work cross-functionally with internal teams to remove obstacles to our customers' success, driving positive outcomes in every interaction. This is an exciting opportunity to join a highly skilled team dedicated to providing a world-class customer experience.

Responsibilities
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 Planhat, User Voice, 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 Digital Engagement Lead to maximize customer networking. enablement and engagement via Community participation, targeted multimedia content and live events
* 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

Requirements
* 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, Planhat, Pendo, Hubspot, , Qualtrics etc
* Experience with CRM tools such as Salesforce
* Experience with IT Security and SaaS companies is an advantage
* Excellent communication and presentation skills

Rewards:
Thales offers a competitive compensation package that includes base salary, medical, flexible time off and more. It's an exciting time to work in the security space. Check out our products and services at www.thalesgroup.com and career opportunities at www.thalesgroup.com/careers

Applicants must be legally authorized to work in the UK at the time of hire. This position is not eligible for visa sponsorship or for assuming sponsorship of an employment visa now or in the future.

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At Thales, we ensure equal opportunities, pay and working conditions for all. The benefits we offer include private medical insurance, buying or selling annual leave, cycle to work schemes, employee discounts, paid volunteering day, stocks and shares, annual bonus and much more depending on the role. Read more about our benefits here.

We are committed to creating a workplace where everyone feels valued for who they are and the unique strengths they bring. Discover more about our programmes, employee networks, wellbeing policies, and inclusive features here.

If this role isn't quite right for you, we encourage you to join our talent community where your details will be shared with our recruitment teams for other potential opportunities. Join the Talent Community here.

Join Thales in the UK - Innovate with us and shape the future