Principal Consultant, Customer Success - Madrid, España - OneTrust

OneTrust

Empresa verificada

Madrid, España

hace 2 semanas

Publicado por:

Isabel García

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Descripción

Strength in Trust:

At OneTrust, we exist to unlock every company's potential to thrive by doing what's good for people and planet.

Using cutting-edge technology and a real-world approach to privacy, GRC, ethics, and ESG, we've created a no-nonsense platform to help supercharge the global push for Trust Intelligence.

The Challenge:

We are looking for a Principal Customer Success Manager
to join our Customer Experience team.

In this role, you will act as a trusted advisor for our most strategic customers from the start of their journey to renewal.

As a Principal CSM, you will be assigned to a portfolio of our largest customers and be responsible for the success of those accounts in a high touch role.

Your main goal will be to ensure key executive stakeholders see the value in the products they have purchased. Our Principal CSMs are hyper-focused on delivering revenue retention and growth through alignment, adoption, and world-class customer engagement.

You will be responsible for managing the executive relationships, ensuring they are getting full value out the platform, partnering with our Sales, Product, Engineering, and Consulting teams to provide the highest level of support, and working to ensure adoption and growth within your accounts.

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 will be on the forefront of evangelizing Trust in the workplace.

Your Mission:

Establish relationships with senior executive sponsors to become a strategic and trusted advisor throughout the lifecycle of our largest customers
Elevate our operational components of how we deliver towards our customers
Act as the primary contact and sherpa to help your customers navigate OneTrust Work crossdepartmentally to provide product guidance
Accelerate customer solutions through knowledge of their business and best practice guidance
Deliver proactive communication and manage missioncritical escalations
Align customer's roadmap with our product roadmap
Advocate for your customer by sharing their key business requirements internally with our Product and Engineering teams and managing their product feature requests.
Understand each customer's industry and Trust management strategy to help customer utilize the OneTrust platform to derive maximum business value
Deliver business reviews to communicate strategically with your customers and their executive teams to ensure we are delivering on their business objectives
Utilize Adoption metrics to share best practice, nurture value added activities, proactively identify risk and identify growth opportunities.
Manage an account portfolio to a Net ARR outcome: balance retention and growth in a way that aligns with OneTrust's revenue strategy.
Utilize adoption statistics and present health check data in meetings to gauge customer engagement, identifying opportunities for further training and adoption, or possible expansion opportunities.
Deliver and communicate ROI for your customers, throughout their lifecycle, ensuring your customers derive maximum value from their investment OneTrust and fully leverage their subscription.

You Are:

A persuasive communicator, you understand how messaging resonates with executive audiences at large corporations and how to tailor your style to meet the audience
Accustomed to proving returnoninvestment for complex software solutions
Motivated to drive valuebased outcomes for your executive stakeholders
Comfortable holding other stakeholders accountable and unafraid to get loud when needed
Empathetic to your customers, able to drill down into their pain points and find solutions that meet their needs
Steady in the face of businesscritical issues and capable of handling customer escalations
Thrive in a fastpaced environment, and skilled at prioritizing incoming requests
Able to drive change into our teams to deliver a better customer experience
Willing to travel, job requires (Estimated 1020%)

Your Experience Includes:

68+ years in a clientfacing role within a CSM role for strategic customers
Proven success and genuine enthusiasm for working directly with large customer and executives
Track record of successful engagement across corporate functions (Professional Services, Engineering, Sales, and Product Management)
Management of Strategic customers including Fortune 100/500 companies
Experience coordinating, hosting, and leading strategic meetings with C level executives Ability to build relationships with key customer stakeholders at all levels, including Csuite level
Strong entrepreneurial skills to excel in a complex and rapidly evolving environment
Experience navigating B2B Enterprise SaaS solutions with an enthusiasm for technology
An ambitious person who takes the initiative to get things done be able to thrive in the dynamic environment that comes with a high