What are the responsibilities and job description for the Senior Customer Success Architect - Consent & Preferences position at OneTrust?
The Challenge
We're looking for a Senior Customer Success Architect to join our Customer Success team. In this role, you will act as a product expert and evangelist. This person will be required to have deep expertise in how our customers use a subset of our solutions. Your main goal will be to use your deep expertise to deliver valuable solutions to customers as well as provide thought leadership internally to shape product direction and our internal methodology on how our customers should leverage our products. 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
- Create long-term relationships with OneTrust product, development, and technical teams
- Work with our Customer Success Managers to deliver outcome-based product solutions
- Translate business requirements into functional and technical product solutions
- Spreading 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
- 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
- Advocate for Customer Success team by understanding the key business requirements of their customers and internally with our Product and Engineering Teams
- Provide training on new features and accelerate adoption by understanding of their usage
- Conduct assessments to review customer product usage and provide recommendations for improvement
- Share our product direction with our customers and share customer input with our product and engineering teams
- Develop technical solutions to customer problems and initiatives
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
Your Experience Includes
- BA/BS in a related subject is required
- 4-6 years in a role within software consulting or related experience
- Effective communication skills. Proven success in and genuine enthusiasm for working with technical teams
- 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
- 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
Preferred Technical Skills
- Front-End Web Development: Proficiency in JavaScript, HTML, and CSS with experience in tracking technologies such as Google Tag Manager, Adobe Launch, Tealium iQ, or Ensighten Manage; familiarity with single-page application (SPA) development preferred.
- Back-End Integration: Strong understanding of APIs (RESTful, SOAP, JSON, XML) and experience with back-end languages like Python, Java, or PHP; proficiency with API testing tools (e.g., Postman) and encryption techniques.
- Mobile Application Development: Hands-on experience with mobile development environments (Android Studio, Xcode) and frameworks such as React Native, Flutter, or Xamarin; knowledge of languages like Swift, C#, and C for native app development.
