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OneTrust // enterprise software platform for data privacy compliance
Sales, Full Time    Atlanta    Posted: Saturday, September 28, 2019
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About the Role

At OneTrust, our mission is to protect the privacy of individuals by empowering organizations to manage the data they house in a responsible way. With a passion to solve global privacy concerns, our team has built the most widely used privacy management platform used by companies to comply with data privacy regulations & establish privacy as a best practice within their organization.

We're looking for a Technical Account Manager to join our Professional Services team.In this role, you will have a clear understanding of the privacy industry, including regulatory environment, & use this knowledge to support all the primary responsibilities. To thrive in this role, you will keep up with industry trends, competitive landscape & customer needs & to support making decisions about the direction of the platform. Each TAM acts as the customer champion within the OneTrust Professional Services Team caring for a small number of key enterprise accounts to ensure customers are receiving excellent levels of support & getting maximum value from their investment in the OneTrust product. Responsibilities include owning & managing reactive support tickets, building & managing customer relationships to understand the customers privacy program & landscape, sharing best practices & proactively managing the overall customer relationship.

What you'll do

  • Manage the customer relationship & handle all designated customer support tickets post-implementation
  • Participate in issue resolution & act as an advocate for customers during the triage & resolution of high severity cases, driving business reliability & customer satisfaction
  • Provide timely account or issue executive level summary status reports both internally & to the customer
  • Act as trusted advisor to customer within OneTrust by understanding business & system requirements & advocating these to Product team
  • Provide training on new features, coordinate quarterly product road-map calls & keep customer teams up-to-date on the status of requested customer enhancements
  • Meet weekly with key customer stakeholders & superusers to provide assistance, evaluate project progress & share industry best practices
  • Travel to customer sites to strengthen relationships & help support key initiatives
  • Understand each customer's industry & privacy management strategy in order to help customer utilize the OneTrust platform to its fullest & derive maximum business value

What we are looking for

  • BA/BS in Computer Science, Engineering, Math or related subject
  • 1-3 years of relevant experience in software development, professional services, solution engineering, technical consulting; with expertise in architecting & rolling out new technology & solution initiatives
  • Previous experience in Technical Account Management preferred
  • Effective customer-facing communication skills. Proven success in & genuine enthusiasm for working directly with customer
  • Proven ability to engage across corporate functions (Professional Services, & Product Management)
  • Practical experience in troubleshooting software & web services
  • Excellent verbal & written communication skills, including the ability to chair meetings or host webinars
  • Strategic thinking, problem-solving, & decision-making capabilities
  • Ability to build relationships across stakeholders in marketing, sales, & engineering
  • Strong entrepreneurial skills to excel in a complex & rapidly evolving environment
  • Willingness to travel, as job requires (Estimated 10-20%)
  • Work in Sandy Springs office
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