Strength in Trust

Our goal at OneTrust is to bring the power of trust to companies all over the world. Using cutting-edge technology and a real-world approach to ethics, compliance, privacy, security, and third-party risk, we’ve created a no-nonsense platform to help supercharge the global push for trust.

The Challenge

In this role, you will act as a product expert and advocate for our enterprise, strategic customers from post-implementation to renewal. As a Senior Technical Account Manager (TAM), you will be assigned to a small number of customers and be responsible for the success of those accounts. These accounts will be some of our largest accounts in terms of modules licensed and annual spend (ARR) or key strategic accounts in certain markets/industries. Your main goal will be to ensure our key customers are happy and satisfied with all the products within their license. You will be responsible for managing the customer relationship, ensuring they are getting full value out the tool, partnering with our Sales, Product, Engineering, and Consulting teams to provide the highest level of guidance, and working to ensure adoption and growth within your accounts. We expect you to be able to manage your customers with little support needed from your manager. As the customers you support grow with OneTrust, the scope of work will expand as well as you will be responsible for supporting all live products. You may lead large processes/projects outside of scope of primary job or be asked to step in to manage account relationships during critical implementation stages.

Your Mission

• Create long-term relationships and act as a product/solution expert for the customer
• Work daily with key customer stakeholders to provide guidance and product expertise
• Accelerate customer solutions through knowledge of their business and best practice guidance
• Provide timely account or issue executive level summary status reports both internally and to the customer
• Deliver proactive communication and manage mission-critical issues
• Align customer’s technical roadmap with our product roadmap
• Advocate for your customer by sharing their key business requirements internally with our Product and Engineering teams
• Provide training on new features and accelerate adoption by understanding of their usage
• Manage customer feature requests and provide timely updates and visibility to the customer
• Understand each customer's industry and privacy management strategy in order to help customer utilize the OneTrust platform to its fullest and derive maximum business value
• Deliver quarterly business reviews to communicate strategically with your customers and their executive teams to gauge progress and ensure alignment
• Monitor adoption and customer usage to ensure customers are improving how they are leveraging their products
• Scope out implementation services as needed to support your customers
• Lead large projects/processes outside of primary job responsibilities
• Step in to support team leads/TAM Managers in de-escalating accounts and setting success plans
• Help upskill junior and TAM resources

You Are

• Excellent with your communication and presentation skills
• Able to manage multiple accounts 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
• Looking for a longer-term relationship with your customers
• Steady in the face of business-critical issues and capable of handling customer escalations
• Able to take information and process it quickly
• Independent, but also a team player
• Willing to travel, job requires (Estimated 10-20%)

Your Experience Includes

• BA/BS in Computer Science, Engineering, Math or related subject
• 5+ years in a client-facing role within professional services, technical consulting
• 3+ years of previous experience in Technical Account Management, Strategic Account Management, Customer Success, or Support Account Management
• Effective customer-facing communication skills. Proven success in and genuine enthusiasm for working directly with customer
• Proven ability to engage across corporate functions (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
• Ability to build relationships with key customer relationship, especially at the Direction, VP level
• Strong entrepreneurial skills to excel in a complex and rapidly evolving environment
• Experience within the Technology/SaaS industry preferred
• Experience in using software for sales such as Salesforce preferred
• Experience with API's, HTML, CSS

Extra Awesome

• CIPP/E or CIPM certified
• Experience in the privacy space

Videos to Learn More

• Tune in to a recent virtual panel we held with 4 employees from our Professional Services team to learn what it’s like to be in their shoes.
• Watch here to learn more about our hiring process, interview tips, and OneTrust culture from our Recruiters.

Benefits 

As an employee at OneTrust, you will be a part of the OneTeam. That means equity, bonuses, unlimited PTO, and 100% paid medical benefits (and that’s just the beginning!).  

Our employee rewards philosophy spans mental, physical, and emotional well-being because we want our people to succeed both in and out of the office. Some benefits differ depending on region, but here’s what you can expect from our OneTeam Total Rewards Program: 

• Competitive Compensation: We offer top pay for top talent with competitive total packages including equity for all, performance bonuses, and retirement savings with match. We’re also committed to fair and equitable pay practices. 

• Workstyle Flexibility: At home or in the office, we trust you to get the job done. Our people have the option to work in the office, fully remote, or a hybrid based on their role. Explore a new country with our short- and long-term global mobility program, and go green with commuter program discounts, and in-office perks (free food, drinks, and happy hours, anybody?). 
• Career Development: You’re not just joining any company; you’re joining the #1 fastest growing company on the 2020 Inc. 500 and the category-defining software platform for trust. You can become an expert and earn industry certifications with training and exams paid for by us and access to our learning & development program and guest speaker series. 
• Employee Recognition: We celebrate our accomplishments the best way we know how – together. Our people are invited to attend employee appreciation social events (including our awesome annual holiday party), participate in ticket giveaways for local city events based on your home office location, and celebrate one another through our #CheersforPeers channel. 
• Focus on Wellbeing: Take the vacation or volunteer - we have unlimited PTO globally. You’ll also have access to ClassPass memberships, generous company holidays and your birthday off, paid sick days, Employee Resource Groups (or, as we call them, Employee Trust Groups), and other ways to get connected or support company diversity, equity, and inclusion goals.  
• Health Benefits: No package is complete without great health benefits. This role may receive company-paid employee healthcare premiums, parental leave, and access to mental health benefits and employee assistance programs. Specific benefits differ by location, so please check with your recruiter to specify what this role will receive. 

Our Commitment to You

When you join OneTrust you are stepping onto a launching pad — the countdown has begun. The destination? A career without boundaries working alongside a diverse and inclusive crew who is passionate about doing meaningful work. As a pioneer, your voice and expertise will help chart the direction of an entirely new industry — Trust. Our commitment to putting people first starts with you. Your growth is part of the mission. Our goal is to give you the power to embark on the next phase of your uniquely, unique career

OneTrust provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.