Digital Customer Lifecycle Program Manager

Darktrace Ltd; Greater London; On-site; GBP 60,000 - GBP 80,000; Full time

Job summary

A cybersecurity firm based in Greater London is seeking an experienced Program Manager to lead Digital Customer Success initiatives. This role focuses on ensuring customer value realization through effective health measures and risk mitigation strategies. The Program Manager will collaborate with various internal teams to align on project goals and enhance customer success strategies, making a significant impact on the business. Candidates should have strong program management experience, excellent communication skills, and a B.A./B.S. degree.

Qualifications

• Previous experience in cross-functional program management.
• Strong organizational skills and attention to detail.
• Ability to communicate complex topics clearly.

Responsibilities

• Drive customer health measures and risk mitigation programs.
• Monitor performance of new initiatives and confirm rollout plans.
• Build relationships with senior business leaders.

Skills

Customer success

Program management

Communication skills

Cross-functional collaboration

Data-driven approach

Education

B.A./B.S. degree or equivalent

Job description

###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 realisation and business impact. The successful candidate will partner internally within the global Customer Experience organisation 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.The position will involve close collaboration across Customer Experience organisation, cross-functional partners, and stakeholders to ensure broad alignment on lifecycle strategy, prioritisation of initiatives, and execution of project plans.Responsibilities: Maintain cross-functional stakeholder partnerships on relevantEducation, Product, PMM, CSM teams, Sales, and Services), initiatives, ensuring alignment and coordination and building business cases for prioritisation of key cross-functional initiatives (including work with Marketing, * 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 optimisation 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.**What experience do I need:**The successful candidate will be passionate about driving customer success through innovation. They will be a natural relationship builder with excellent communication, program management, and strong collaboration skills.Candidates should be able to demonstrate previous experience of working cross-functionally in shaping anddelivering programs globally and across multiple customer segments.The candidate should have experience designing programs with a data-driven approach, focused on outcomes, and be able to capture results in order to demonstrate program impact and guide iteration.It is likely that candidates will have:* 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 organisational skills and attention to detail,* Cross-functional collaboration and influencing skills.We additionally welcome experience with: