The Challenge The Senior Consultant – Customer Success you will be the customer's top advocate, and help bridge the bond between the Customer, our Sales, Renewals, Product and Consulting teams. You will be responsible for driving customer adoption, identifying, and mitigating potential roadblocks with subscription renewals, and performing system and process health checks to maximize the value customers receive from the OneTrust platform. A successful Senior Consultant will pro-actively engage with customers from their assigned territory to ensure their full adoption and ongoing use of the OneTrust platform, as well as bridging any other support gaps to ensure that the customer is fully leveraging the product to meet their business needs. Your Mission Take ownership of customer cancelations and escalations. Liaise with internal and external stakeholders and propose resolution plans to maximize retention and adoption. Proactively engage with stakeholders from your assigned customer territory to ensure maximum product adoption and return on their investment inOneTrust. Analyze and act upon platform usage statistics, helping drive forward adoption of the OneTrust platform through training, consulting, data imports, partner engagements and other adoptiontechniques. Arrange, scope, and undertake system and process health checks. These extended consulting exercises occur over two or more sessions and involve an in-depth review of a Customer's use of the OneTrust platform, advising on proven ways of working and best practices.
You Are You are a hardworking and determined individual used to working in a fast-paced and dynamic environment. You're an independent worker who can problem-solve, process information quickly, and clearly translate it to the relevant teams. Your Experience Includes: Bachelor's degree required 5+ years of customer success or software consultingexperience Effective customer-facing communication skills. Proven success in and genuine enthusiasm for working directly with customer Proven ability to engage across corporate functions (Professional Services, Product Management, Sales andExecutive). Proven ability to build trust and communicate effectively with C-Suite, VP, and Director-level contacts, along with day-to-day users of thesoftware. Excellent verbal and written communication skills, including the ability to chair meetings or hostwebinars. Strategic thinking, problem solving, and decision-makingcapabilities Strong entrepreneurial skills to excel in a complex and rapidly evolving environment Extra Awesome 5+ years' experience within the Technology/SaaS industry CIPP/E or CIPM certified
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