Senior Customer Success Manager
2 weeks ago
The Senior Customer Success Manager will be the customer's top advocate, bridging the gap between the customer, sales, renewals, product, and consulting teams.
This role will drive customer adoption, identify potential roadblocks with subscription renewals, and perform system and process health checks to maximize customer value from the OneTrust platform.
A successful Senior Customer Success Manager will proactively engage with customers to ensure full adoption and ongoing use of the OneTrust platform, addressing any support gaps to ensure customers meet their business needs.
Your Mission- Take ownership of customer cancelations and escalations, liaising with internal and external stakeholders to propose resolution plans and maximize retention and adoption.
- Proactively engage with stakeholders from assigned customer territories to ensure maximum product adoption and return on investment in OneTrust.
- Analyze and act upon platform usage statistics, driving forward adoption of the OneTrust platform through training, consulting, data imports, partner engagements, and other adoption techniques.
- Arrange, scope, and undertake system and process health checks, involving extended consulting exercises over two or more sessions.
- Advise customers on proven ways of working and best practices, ensuring they maximize the value from the OneTrust platform.
- Bachelor's degree required.
- 5+ years of customer success or software consulting experience.
- Effective customer-facing communication skills, with proven success in working directly with customers.
- Proven ability to engage across corporate functions, including Professional Services, Product Management, Sales, and Executive teams.
- 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.
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