Principal Customer Success Architect
Location
Madrid | Spain
Job description
The Challenge
We're looking for aPrincipal Customer Success Architect to join our Customer Success team. In this role, you willact 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 f rom 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 stakeholdersto 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
- Deliverproactive 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 featuresand 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 yourcommunication 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
- BA/BS in a related subject is required
- 6-8+ years in a rolewithin software consultingor related experience
- Proven success helping Fortune 500 companies adopt SaaS solutions
- Proven ability to build corporate operations across departments (Professional Services,Engineering, Salesand 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 additional technical aptitude with the following:
- Working knowledge of containerization, orchestration, and related infrastructures such as Docker, Kubernetes, OpenShift
- Kubernetes, OpenShift
- Knowledge/scripting skills - preferably Bash and Python, Ansible, Linux, firewall, ports
- Basic Knowledge of relational databases such as MySQL
- Exposure to data and the Big Data world
- Knowledge of public cloud infrastructure such as AWS, Azure and Google Cloud (AKS, EKS, GKE, Drivers, Storage, VPN, Subnets)
- Linux and Windows Administration skills
- Experience with HTML, CSS, Javascript
- Familiarity with mobile application development (eg. iOS AppDelegate Lifecycle, Android Activity Lifecycle)
- Comfortable with troubleshooting and diagnosing issues in a variety of frameworks (React, Flutter, Cordova, etc.)
- Experience with APIs, integrations (REST APIs, FreeMarker)
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