Title: Customer Communications Analyst - Student Placement
Base location: Belfast, N. Ireland (Hybrid model)
We can offer a hybrid approach to office and remote working. We would expect 3 days per week as the standard days on Belfast site.
Customer Communications Analyst - Student Placement
Imperva, A Thales Company is a leading cybersecurity provider delivering best-in-class solutions to protect data and all paths to it!
Why Imperva, A Thales Company?
6,200 customers and 500 partners in 100+ countries worldwide
The leader in the Gartner Magic Quadrant for Web Application Firewalls for 5 straight years
The leader in the Forrester Wave for DDoS Mitigation Services, highest scoring for “current offering” and “strategy”
Our market is growing and Imperva is leading the charge. We’re actively seeking the right people to help us reach the pinnacle of performance. Are you ready for an exceptional challenge, where and what you deliver can really make a difference? If so, let’s connect now.
Position Description:
Imperva, A Thales Company is seeking a passionate Customer Communications Analyst to undertake a 12-month placement supporting our Customer Success and Services teams and 13,000 customers worldwide. The successful candidate will fill a critical gap that currently exists in aligning our communication and documentation to support our internal teams while also developing world class messaging that will be sent and/or presented to our customers. In this role you will be responsible for creating and enhancing operational processes, identifying knowledge gaps and developing helpful documentation, presentations, and customer facing collateral, ensuring efficiency and effectiveness in every interaction. You will support our efforts with our online Imperva Community forum, driving internal and external adoption by developing enablement guides and customer facing content in written and video form. You will also work with Customer Intelligence Analysts to measure the effectiveness of our customer communications across CS and Services in order to identify areas for improvement and drive meaningful actions.
This is an entry level position and training will be provided.
Responsibilities
Develop and maintain internal processes, documents and tools such as process guides, video content and informative, eye-catching, data dashboards that can enable a seamless experience for Customer Success & Services teams before and during a customer interaction.
Collaborate with CS & Services teams, collating customer messaging collateral such as email templates, presentations, data sheets etc used across all of Customer Success & Services to identify inconsistencies and implement ongoing improvements.
Own the process of creating and maintaining key internal and customer facing templates used by Customer Success Managers such as Business Review and Success Plans
Support with development of video content used in Digital CS Programs and the Imperva Community i.e. customer webinar recordings, enablement material such as how-to videos, product demos and customer success stories.
Collaborate with our Digital CS team to enhance and maintain templates used for automated customer communications and support with management of Digital email programs.
Work with our Imperva Community Manager to create helpful documentation to support adoption of the Community by internal teams while also supporting with customer facing enablement material.
Partner with Customer Intelligence Analysts to development KPI measurements related to Customer Communications, report back to CS Management to support decision making for future engagement initiatives based on effectiveness of existing comms
Undertake various training as deemed necessary and stay updated on industry trends, customer engagement techniques, and tools
Qualifications and Skills*
Likely pursuing a degree in a relevant field such as Marketing, Business, Communications or other related discipline
Knowledge of the fundamentals of customer communication
Strong analytical thinking and problem-solving skills.
Ability to manage multiple projects at the same time.
A productive self-starter with a good work ethic.
Strong verbal and written communication skills and ability to work well in a distributed team environment.
Bonus Skills*
Knowledge of Customer Success in the technology industry
Foundational understanding of cyber security
Experience with video editing software
Comfortable working with software to create professional documentation and presentations
*We encourage you to apply even if you do not possess all the required skills, as we value a willingness to learn over any skills.
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In line with Thales' Baseline Security requirements, candidates will be asked to provide evidence of identity, eligibility to work in the UK and employment and/or education history for up to three years. Some vacancies may require full Security Clearance which can require further evidence to be provided. For further details of the evidence required to apply for Baseline and Security Clearance please refer to the Defence Business Services National Security Vetting (DBS NSV) Agency.
At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working.
Thales UK is committed to providing an inclusive and barrier-free recruitment process. We will provide reasonable adjustments and support to ensure neuro-diverse applicants or those with a disability or long-term condition can be their best during the recruitment process. To request an adjustment, if you need this job advert in an alternative format or if you have any questions about the recruitment process, please contact Resourcing Ops for mid to senior roles, or the Early Careers Team for graduate and apprentice roles.
Great journeys start here, apply now!