At a Glance
- Tasks: Engage customers at scale and drive successful product adoption.
- Company: Join Thales, a global tech leader in cybersecurity and innovation.
- Benefits: Competitive salary, medical insurance, flexible time off, and employee discounts.
- Other info: Dynamic hybrid work environment with opportunities for growth and inclusivity.
- Why this job: Make a real impact in customer success and shape the future of technology.
- Qualifications: Experience in customer engagement and data-driven decision making.
The predicted salary is between 50000 - 60000 £ per year.
Location: Belfast, Northern Ireland (Hybrid)
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
- 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 programs
- 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
Thales offers a competitive compensation package that includes base salary, medical, flexible time off and more. 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.
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. We are committed to creating a workplace where everyone feels valued for who they are and the unique strengths they bring.
Digital Program Manager employer: Thales
Thales is an exceptional employer, offering a dynamic work environment in Belfast that fosters innovation and collaboration. With a strong commitment to employee growth, competitive benefits including private medical insurance and flexible time off, and a culture that values diversity and inclusion, Thales empowers its employees to thrive while contributing to meaningful projects in the cybersecurity sector. Join us to be part of a team that not only drives technological advancements but also prioritises the well-being and development of its workforce.
StudySmarter Expert Advice🤫
We think this is how you could land Digital Program Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Thales. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Thales before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Digital Program Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Thales:Your cover letter is your chance to shine! Tell us why you want to work at Thales specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Thales!
How to prepare for a job interview at Thales
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
