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Technical Account Manager

Employer
OneTrust
Location
UK
Salary
Competitive
Closing date
1 Nov 2021

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Sector
Technology & New Media
Contract Type
Permanent
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Strength in TrustOur goal at OneTrust is to bring the power of trust to companies all over the world. Using cutting-edge technology and a real-world approach to ethics, compliance, privacy, security, and third-party risk, we've created a no-nonsense platform to help supercharge the global push for trust.

The Challenge

We're looking for a Technical Account Manager (TAM) to join our Professional Services team. In this role, you will act as a product expert and advocate for our enterprise, strategic customers from post-implementation to renewal. As a TAM, you will be assigned to a small number of customers and be responsible for the success of those accounts. Your main goal will be to ensure our key customers are happy and satisfied with all of the products they have purchased. You will be responsible for managing the customer relationship, ensuring they are getting full value out the tool, 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.

Your Mission
  • Create long-term relationships and act as a product/solution expert for the customer
  • Work daily with key customer stakeholders to provide guidance and product expertise
  • Accelerate customer solutions through knowledge of their business and best practice guidance
  • Provide timely account or issue executive level summary status reports both internally and to the customer
  • Deliver proactive communication and manage mission-critical issues
  • Align customer's technical roadmap with our product roadmap
  • Advocate for your customer by sharing their key business requirements internally with our Product and Engineering teams
  • Provide training on new features and accelerate adoption by understanding of their usage
  • Manage customer feature requests and provide timely updates and visibility to the customer
  • Understand each customer's industry and privacy management strategy in order to help customer utilize the OneTrust platform to its fullest and derive maximum business value
  • Deliver quarterly business reviews to communicate strategically with your customers and their executive teams to gauge progress and ensure alignment
  • Monitor adoption and customer usage to ensure customers are improving how they are leveraging their products
You Are
  • Excellent with your communication and presentation skills
  • Able to manage multiple accounts 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
  • Looking for a longer-term relationship with your customers
  • 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
  • Willing to travel, job requires (Estimated 10-20%)
Your Experience Includes
  • BA/BS in Computer Science, Engineering, Math or related subject
  • 3+ years in a client-facing role within professional services, technical consulting
  • 1+ years of previous experience in Technical Account Management, Strategic Account Management, Customer Success, or Support Account Management
  • 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, 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
  • Ability to build relationships with key customer relationship at all levels, including C-suite level
  • Strong entrepreneurial skills to excel in a complex and rapidly evolving environment
  • Experience within the Technology/SaaS industry preferred
  • Experience in using software for sales such as Salesforce preferred
  • Experience with API's, HTML, CSS preferred
Extra Awesome
  • CIPP/E or CIPM certified
Videos to Learn More
  • Tune in to a recent virtual panel we held with 4 employees from our Professional Services team to learn what it's like to be in their shoes.
  • Watch here to learn more about our hiring process, interview tips, and OneTrust culture from our Recruiters.
Our Commitment to YouWhen 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 federal, state or local laws.
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