Principal Customer Success Architect
hace 2 semanas
**Strength in Trust**:
OneTrust is the trust intelligence cloud platform organizations use to transform trust from an abstract concept into a measurable competitive advantage. Organizations globally use OneTrust to enable the responsible use of data while protecting the privacy rights of individuals, implement and report on their cyber security program, make their social impact goals a reality, and create a speak up culture of trust. Over 14,000 customers use OneTrust's technology, including half of the Global 2,000. OneTrust currently ranks #24 on the Forbes Cloud 100 list of top private cloud companies in the world and employs over 2,000 people in regions across North America, South America, Asia, Europe, and Australia.
**The Challenge**:
We're looking for a Principal Customer Success Architect to join our Customer Success team. In this role, you will act as a module expert and evangelist. This person will be required to have the deepest expertise in how our customers use our solutions. You will be responsible for meeting directly with our most complex customers to help them adopt our solutions and maximize the value they receive from the OneTrust solutions. You will also provide thought leadership internally to shape module direction and our internal methodology on how our customers should leverage our modules. This person must be highly collaborative, possess an inquisitive spirit, and be able to successfully manage ambiguity and frequently changing priorities. The position requires above average attention to details, technical acumen, concern for the accuracy of work, and strong commitment to tasks meeting deliverable dates.
**Your Mission**:
- Enable operational readiness across the OneTrust product, development, and technical teams
- Drive future innovation of our products by being a voice of the customer
- Create programs to expand expertise across the CS team
- Work with our Customer Success Managers to deliver outcome-based product solutions
- Translate business requirements into functional and technical product solutions
- Spreading that expertise by hosting trainings, client sessions, webinars, and informal teaching
- As new offerings and enhancements are developed, you contribute to scoping their development, adoption, and stabilization
- Conduct assessments to review customer product usage and provide recommendations for improvement
- Share our product direction with our customers
- Work daily with key stakeholders to provide solutions, guidance and product expertise
- Accelerate customer value through your knowledge of the OneTrust solutions
- Provide timely resolutions across all customers of the team
- Deliver proactive communication and manage mission-critical escalations
- Advocate for Customer Success team by understanding the key business requirements of their customers and internally with or Product and Engineering Teams
- Provide directionality and feedback internally to our Product and Engineering teams to meet the latest trends in the market
- Provide training on new features and accelerate adoption by understanding of their usage
- Develop technical solutions to customer problems and initiatives
- Drive change and best practices to our operations of how we deliver towards our customers
**You Are**:
- Excellent with your communication and presentation skills
- Excel at learning emerging technologies and creating technical solutions
- Able to manage multiple projects simultaneously
- Proficient in the products you have been exposed to, and possess the ability to learn the entire product suite
- Empathetic to your customers, advocating for their success
- Steady in the face of business-critical issues and capable of handling customer escalations
- Hard working, determined
- Used to working at a fast pace
- Able to take information and process it quickly
- Independent, but also a team player
- Technically adept
- 6-8+ years in a role within software consulting or related experience
- Proven success helping Fortune 500 companies adopt SaaS solutions
- Proven ability to build corporate operations across departments (Professional Services, Engineering, Sales and Product Management)
- Practical experience in troubleshooting software and web services
- Excellent verbal and written communication skills, including the ability to chair meetings or host webinars
- Strategic thinking, problem-solving, and decision-making capabilities
- Strong entrepreneurial skills to excel in a complex and rapidly evolving environment
- Experience within the Technology/SaaS industry
- Experience in using software for reporting and task management such as Salesforce preferred
- Experience with API integrations and connecting multiple sources of data for customers
**Extra Awesome**:
- Relevant certifications (CIPP/E, CIPM, CIPT, FIP, etc)
- GRCP certification
- Familiarity of privacy, ethics, security, compliance, or sustainability concepts or industry trends
Some of our product specific roles require add
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