Senior Customer Operations Analyst

Location City, Belfast Job Type Permanent Posted

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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.

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About the Role Imperva, A Thales Company, is seeking a Senior Customer Operations Analyst to join the Customer Intelligence team within our Customer Success organisation. This role keeps Customer Success running on accurate data, efficient processes and well-used tools. You will be the go-to person for how Customer Success operates: running our Customer Success platform (Planhat), keeping customer data accurate across Planhat and Snowflake, improving the processes our Customer Success teams use every day and producing the reporting that shows leaders how the business is performing, as well as putting AI to work for our Customer Success teams through Planhats AI suite, in house LLM's and other relevant technologies.

You will work alongside Customer Success leadership to turn data into practical improvements for our teams and customers. This is a hands-on, senior individual-contributor role for an experienced analyst who combines strong data skills with a passion for making operations work better.

Key Responsibilities Customer Success Platform & Systems Act as lead administrator and subject-matter expert for Planhat, managing configuration, workflows, playbooks, automation and ongoing optimisation. Support system integration and data ingestion between Planhat, Snowflake, Salesforce and other business systems, working with IT and Data Engineering. Gather, document and prioritise requirements for new tooling, automation, reporting and process changes. AI & Automation Configure, roll out and continuously improve AI features within Planhat, such as account summaries, AI-assisted insights and automated workflows, so they genuinely help Customer Success teams in their day-to-day work.

Work with our in-house LLM to build and refine AI-powered use cases for Customer Success, such as account and meeting summaries, answering questions about customers, and drafting customer communications. Write, test and refine prompts, and prepare and maintain the customer data and knowledge sources the AI tools draw on, making sure outputs are accurate, relevant and useful. Identify manual, repetitive tasks across Customer Success and find ways to remove them using AI and automation.

Train and support Customer Success teams in using AI tools effectively and responsibly, gathering feedback to improve them. Make sure AI use follows company data security, privacy and responsible-AI guidelines, working with IT, Security and Data teams. Operational Process & Enablement Design, maintain and continuously improve Customer Success operational processes, such as onboarding, account reviews, success plans, renewals handovers and customer engagement, using data to measure how well they work.

Provide enablement and training to Customer Success teams on Planhat, reporting and processes, and create clear documentation and guides. Act as the first point of contact for Customer Success teams on tools, data and process questions, resolving issues and spotting recurring needs. Contribute to cross-functional projects with Sales, Product, Finance and Support that affect how Customer Success operates. Data Quality & Governance Own data quality across Customer Success data, identifying…