The Role
Provide Tier 1 technical support and implementation assistance for TrustArc products, manage enterprise client relationships via Zendesk, troubleshoot web and integration issues, document projects, identify upsell opportunities, and collaborate cross-functionally to improve customer satisfaction and adoption.
Summary Generated by Built In
About Us
As the leader in data privacy, TrustArc automates and simplifies the creation of end-to-end privacy management programs for global organizations. TrustArc is the only company to deliver the depth of privacy intelligence, coupled with the complete platform automation, that is essential for the growing number of privacy regulations in an ever-changing digital world. We have a global team across the Americas, Europe, and Asia, TrustArc helps customers worldwide demonstrate compliance, minimize risk, and build trust. For additional information visit www.trustarc.com.
We invest in our team member‚work-life balance, with paid time off, flexible working hours, and a work from home environment. We support employees with their own industry specific learning. We have virtual team events such as trivia games, celebrating ‚international pet day‚lunch and learns, exercise classes, Women at TrustArc ERG, and many more.
All of our above initiatives and employee support is in line with our six core values, IMPACT (Innovation, Make it Happen, Passion, Accountability, and Teamwork). We like to encourage our employees to end each day with the question: ‚Did I make an IMPACT today? And we acknowledge exceptional work through our IMPACT Awards, which includes a paid vacation!
The Opportunity
As an Associate Technical Account Manager (TAM) I, you will be responsible for the successful integration of TrustArc products, supporting small to enterprise level clients, and developing strong relationships with our clients that will lead to retention and growth of the business. You will identify overall areas for improvement and strive to improve client satisfaction. This position requires strong attention to detail, experience managing enterprise level clients, data analysis skills, great organizational skills, strong troubleshooting skills, and knowledge of web architecture. Having these attributes will help the team consistently exceed customer requirements.
What You Will Do
Manage and provide Tier 1 technical support for TrustArc‚ Cookie Consent Manager solution
Answer all inbound client inquiries via Zendesk with courtesy and professionalism and quickly resolve issues for our customers
Understand customer needs and translate this need into strategic solutions and recommendations
Provide technical assistance and troubleshooting to clients during implementation and deployment of the TrustArc technology products
Identify opportunities to help expand customer adoption of TrustArc products
Maintain organized documentation of projects and tasks with established projected completion dates and monitor the timeline of requested tasks and manage client expectations
Utilize various client-based tools and applications for customer management and servicing
Actively contribute to the development and documentation of the product and enforcement of processes and policies
Work and partner with others within a team-based environment
Transfer/escalate customers to appropriate departments when required
Explore feature requests that are unclear until the point you have reached a full understanding of what the customer is asking for and why
What You Will Bring
A successful candidate will have experience connecting with and managing multiple clients in a consistent and positive manner
It is highly preferred that the Associate Technical Account Manager I has a customer-facing background, experience with supporting enterprise-level clients, as well as an appreciation for and desire to learn more about privacy to help expand customer adoption of TrustArc products
Required Skills:
Bachelor's degree and 1-2 years of experience in software technical support account management, or a technical customer-facing role
Understanding of technological platforms and web infrastructure
Understanding of technical documentation including product specs and API integrations
Intermediate knowledge in Microsoft Excel
Intermediate knowledge of HTML/CSS/JavaScript and debuggers e.g. Firebug
Excellent customer relationship skills (client-facing, ability to assess client needs and interact with all levels of management, including and up to executive level)
Ability to work effectively cross-functionally with Product, Engineering, and Sales
Ability to work effectively in a fast-paced environment and take the initiative to learn products quickly
Strong communication skills; demonstrated successes in client communication (written and verbal) from prior work experiences
Strong project-management skills
What We Offer
Competitive compensation
Health, Vision, and Dental Care
PTO Program
Computer + Welcome Package
Work from Home as a choice
Continuing Education Program
Opportunities to participate in philanthropic activities
Opportunities to participate in health-focused activities - mindfulness, wellness, active lifestyle
Php 20,000 employee referral program
Equal Opportunity
TrustArc is proud to be an Equal Opportunity Employer and is committed to a diverse and inclusive workplace. We believe that a successful organization is one that celebrates its employees for who they are, who they love, and the unique lens through which they experience the world. TrustArc does not discriminate based on race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or other legally protected status. We understand that our differences make us better. They empower us to learn from each other, lean on each other, and create a product and community that models the behavior we hope to see in others.
If you need reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, contact us at [email protected] and describe the specific accommodation requested for a disability-related limitation. Reasonable accommodations are modifications or adjustments to the application or hiring process that would enable you to fully participate in that process.
Top Skills
Api Integrations
CSS
Firebug
HTML
JavaScript
Excel
Web Architecture
Zendesk
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The Company
What We Do
Data privacy regulations are changing daily with new laws being introduced across the globe. Keeping up with these changes and remaining compliant is necessary for any organization who wants to avoid fines and loss of consumer trust. Using the TrustArc Privacy Management Platform, privacy leaders can simplify and automate their privacy program. This single platform experience is delivered through its unique combination of privacy frameworks, insights, intelligence, knowledge and operations. Only TrustArc can deliver the depth of continuous privacy intelligence, coupled with a fully-automated platform for end-to-end privacy management, that’s essential for navigating today’s ever-changing digital world.
