Principal Customer Success Architect

Strength in Trust  OneTrust is the trust intelligence cloud platform organizations use to transform trust from an abstract concept into a measurable competitive advantage. Organizations globally use OneTrust to enable the responsible use of data while protecting the privacy rights of individuals, implement and report on their cyber security program, make their social impact goals a reality, and create a speak up culture of trust. Over 14,000 customers use OneTrust's technology, including half of the Global 2,000. OneTrust currently ranks #24 on the Forbes Cloud 100 list of top private cloud companies in the world and employs over 2,000 people in regions across North America, South America, Asia, Europe, and Australia. The Challenge  We're looking for a Principal Customer Success Architect  to join our Customer Success team. In this role, you will act 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 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  Deliver proactive 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 features and 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 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   BA/BS in a related subject is required   6-8+ years in a role within software consulting or related experience   Proven success helping Fortune 500 companies adopt SaaS solutions   Proven ability to build corporate operations across departments (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   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)   Where we Work OneTrust embraces a hybrid working model. Our Working@ OneTrust initiative is our way of clarifying where we hire, how we work together, and where we’re located in that hybrid model.   The underlying “why” for Working@ is that we are intentional about the culture that we want to create together. That includes bringing teams together, in-person, throughout the year to collaborate, build connections, learn from each other, and celebrate our wins to Finish Stronger .   We are committed to a flexible approach informed by a set of guiding principles. You’ll see that reflected in our worker designations: “Office-flex” and “Location-flex”. Office-flex: Like a traditional hybrid model, OneTrust “Office-flex” employees may be asked to work in an office periodically if they are within a commutable distance to a OneTrust office. This includes coming into the office for our Company Kickoff, Company All Hands, and other larger company events. Beyond that, we give our leaders and teams the flexibility to set additional guidelines based on the nature of your role.   Location-flex: Similar to other companies’ remote policies, for OneTrust “Location-flex" roles , you will primarily work from your home office location. However, you may be   require d to travel to our OneTrust office s or customer sites periodically based on the nature of your role. Each role may have specific requirements , so we encourage you to verify the location of the role with your recruiter during your first interview. Benefits As an employee at  OneTrust , you will be part of the OneTeam . That means you’ll receive support physically, mentally, and emotionally so that you can do your best work both in and out of the office. This includes comprehensive healthcare coverage, flexible PTO, equity stock options, annual performance bonus opportunities, retirement account support, 14+ weeks of paid parental leave, career development opportunities, company-paid privacy certification exam fees, and much more. Specific benefits differ by country. For more information, talk to your recruiter or visit onetrust.com/careers. Resources   Check out the following to learn more about OneTrust and its people:  OneTrust Careers on YouTube @LifeatOneTrust on Instagram Your Data You have the right to have your personal data updated or removed. You also have the right to have a copy of the information OneTrust holds about you. Further details about these rights are available on the website in our  Privacy Overview .  You can change your mind at any time and have your personal data removed from our database. In order to do this you must contact us and let us know you wish to be removed. The request should be made on the  Data Subject Request Form . 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 local laws.