Digital Lifecycle Programme Manager

Darktrace•Dallas, PA

2d•Hybrid

About The Position

Darktrace is looking for an experienced program manager to support the development of Digital Customer Success initiatives. The position has a particular focus on proactively driving customer health measures and risk mitigation programs to ensure customer value realization and business impact. The successful candidate will partner internally within the global Customer Experience organization and with cross-functional teams, including GSA, Marketing, Product, CS, and Sales. They will drive alignment among internal stakeholders to achieve shared goals, enhance current programs, and project manage the rollout of new or updated customer success strategies. There are two positions available, one in London and the other from one of our US East Coast offices. The positions are hybrid with 2 to 3 days a week in the office. Occasional national and international travel might be required. You’ll be responsible for project and program management of individual Digital CS initiatives as well as holistic scaled customer journey orchestration to ensure comprehensive, automated engagement and customer objective fulfillment. The position will involve close collaboration across Customer Experience organization, cross-functional partners, and stakeholders to ensure broad alignment on lifecycle strategy, prioritization of initiatives, and execution of project plans.

Requirements

B.A./B.S. degree or equivalent practical experience
Several years’ experience with a combination of program management, product management, operations, customer success, management consulting, business analysis, or customer marketing
Strong written and verbal communication skills allowing you to communicate complex topics clearly to a variety of audiences
Strong organizational skills and attention to detail
Cross-functional collaboration and influencing skills

Nice To Haves

Global scaled and digital programs
Gainsight Journey Orchestrator
Salesforce CRM, and AI program development
Data analysis and business management
Leading change within a cross-functional business environment

Responsibilities

Develop current state and future state overviews of scaled customer journeys, providing comprehensive views of digital and automated touchpoints with connections to human touchpoints
Conduct customer data analysis, in partnership with cross-functional partners, for deep understanding of global customer base
Using a data-driven approach, develop a clear view of customer needs and opportunities at different journey stages and identify key opportunities for customer journey refinement and integration/coordination
Identify, develop, and implement innovative self-serve and scaled programs that improve customer health and product adoption, ensure value realization, and lead to retention and growth
Participate in developing a clear understanding of customer retention drivers, including trends and signals at different customer journey stages
Maintain cross-functional stakeholder partnerships on relevant initiatives, ensuring alignment and coordination and building business cases for prioritization of key cross-functional initiatives (including work with Marketing, Education, Product, PMM, CSM teams, Sales, and Services)
Monitor performance of new and pilot initiatives and confirm future rollout and expansion plans
Conduct regular reviews of existing programs and processes, including performance against metrics targets, to identify opportunities for optimization and expansion
Build relationships with senior business leaders across functions to facilitate collaboration and alignment
Prepare and deliver comprehensive, strategic recommendations aligned with business priorities and anchored on impact
Create, update and maintain internal materials on Digital CS programs for key stakeholder audiences
Develop and maintain a comprehensive understanding of the industry landscape and digital CS trends and technologies to inform the evolution of Darktrace’s programs