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.
Title: Senior Customer Operations Analyst
Team: Customer Intelligence, Customer Success
Reports to: Director, Customer Intelligence
Base location: Belfast, N. Ireland (Hybrid model)
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 issues and driving them to resolution at the source.
- Write and maintain SQL queries and data sets in Snowflake to support Customer Success reporting and operations.
- Maintain clear data definitions, field standards and documentation so teams use data consistently.
Reporting & Operational Insight
- Build, maintain and continuously improve Customer Success reporting in Planhat and PowerBI, from leadership dashboards to day-to-day operational views for Customer Success.
- Analyse product usage, customer engagement and operational data to answer business questions, track team performance and highlight areas to improve.
- Present findings and recommendations clearly to Customer Success teams, project leads and business leaders, including data for business reviews and leadership updates.
- Collaborate with the Data Strategist on customer health and retention insight, making sure the data behind it is accurate and the results are visible to Customer Success teams.
- Work with stakeholders to understand their needs, set priorities and manage multiple projects at once.
- Share knowledge with and support less experienced analysts and Customer Success colleagues.
What Success Looks Like
- Planhat is well adopted, accurate and automated, saving CSMs time.
- Customer Success processes are clear, documented and measurably more efficient.
- Data quality issues are caught early and fixed at the source.
- AI tools in Planhat and our in-house LLM are widely used by Customer Success teams and save them measurable time.
- Customer Success teams and leaders trust and regularly use accurate, up-to-date reporting.
Job Requirements
Essential
- Bachelor’s degree in Data Analytics, Business Analytics, Business Information Systems or a related data analysis field, or equivalent experience in data and business analytics.
- 5+ years of experience in an operations analyst, business analyst or data analyst role, ideally including time in Customer Success Operations, Revenue Operations or Sales Operations in a B2B SaaS or technology environment.
- Hands-on experience administering a Customer Success platform, ideally Planhat (or similar, such as Gainsight or ChurnZero), and/or Salesforce.
- Demonstrated expertise in Power BI, including building dashboards for senior audiences.
- Strong SQL skills, ideally with Snowflake, and proficiency in Python or another scripting language for data preparation and analysis.
- Proven experience designing, documenting and improving business processes, and helping teams adopt them.
- Practical experience using AI tools or LLMs in a business setting, such as writing and refining prompts or configuring AI features in business software, with a strong interest in applying AI to improve how teams work.
- Familiarity with common SaaS customer metrics (e.g. ARR, renewals, adoption, health scores) and how Customer Success teams use them.
- Ability to turn data into a clear story and practical recommendations for non-technical audiences.
- Detail-oriented, with a track record of finding data quality issues quickly and driving them to resolution.
- Experience working cross-functionally and influencing stakeholders.
- A highly organised self-starter who manages multiple priorities in a fast-paced environment.
- Excellent verbal and written communication skills and the ability to work well in a distributed, international team.
Desirable
- Experience with dbt or other data transformation tools alongside Snowflake.
- Experience with system integrations, APIs or ETL tools.
- Experience rolling out or supporting AI features in a CRM or Customer Success platform, such as Planhat AI, Salesforce Einstein or Agentforce.
- Experience working with in-house or enterprise LLMs, including prompt design, retrieval-augmented generation (RAG) knowledge sources or evaluating AI output quality.
- Experience with workflow automation tools.
- Knowledge of the cybersecurity or data security industry.
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.
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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. Read more about our benefits here.
We are committed to creating a workplace where everyone feels valued for who they are and the unique strengths they bring. Discover more about our programmes, employee networks, wellbeing policies, and inclusive features here.
If this role isn’t quite right for you, we encourage you to join our talent community where your details will be shared with our recruitment teams for other potential opportunities. Join the Talent Community here.
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