Customer Success Manager - Madrid, España - OneTrust

OneTrust

Empresa verificada

Madrid, España

hace 1 semana

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
Customer Success Manager to join our Customer Experience team.

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

As a CSM, you will be assigned to a territory of customers and be responsible for the success of those accounts.

Your main goal will be to ensure our customers are happy and satisfied with the products they have. Our 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 customer relationship, 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 customer stakeholders and executive sponsors to become a strategic and trusted advisor throughout the customer lifecycle
Act as the advocate and sherpa to help your customers navigate OneTrust
Identify and discuss business objectives and key priorities
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
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

An Excellent communicator, you understand how messaging resonates with different stakeholders and how to tailor your style to meet the audience
Motivated to drive outcomes for your customers, you see Customer success as your own
Comfortable holding other stakeholders accountable and unafraid to get loud when needed
Lover of technology and someone who wants to learn how your customers use our products
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
Able to Thrive in a fastpaced start up environment, and skilled at prioritizing incoming requests
At your happiest when problemsolving, and comfortable making decisions
Independent, but also a team player
An ambitious person who takes the initiative to get things done be able to thrive in the dynamic environment that comes with a highgrowth company

Your Experience Includes

23+ years in a clientfacing role within a CSM, professional services, or technical consulting role
Effective customerfacing communication skills. Proven success in and genuine enthusiasm for working directly with customer
Experience working across corporate functions (Professional Services, Engineering, Sales, and Product Management)
Experience working with multiple stakeholders within a customer
Excellent verbal and written communication skills, including the ability to chair meetings with customer executives
Ability to build relationships with key customer stakeholders at all levels
Entrepreneurial skills to excel in a complex and rapidly evolving SaaS environment
Experience implementing SaaS solutions with an enthusiasm for technology and demonstrated technical aptitude.

Extra Awesome

Relevant certifications (CIPP/E, CIPM, GRCP, CIPT, FIP, etc)
Familiarity of privacy, ethics, security, compliance, or sustainability concepts or industry trends

Benefits
As an employee at OneTrust, you will be a part of the OneTeam. That means equity, bonuses, unlimited PTO, and 100% paid medical benefits (and that's just the beginning). Our employee reward