Platform Implementation And Customer Success Manager

Description

About Us

As the leader in data privacy, TrustArc automates and simplifies the creation of end-to-end privacy management programs for global organizations. TrustArc is the only company to deliver the depth of privacy intelligence, coupled with the complete platform automation, that is essential for the growing number of privacy regulations in an ever-changing digital world. We have a global team across the Americas, Europe, and Asia, TrustArc helps customers worldwide demonstrate compliance, minimize risk, and build trust. For additional information visit www.trustarc.com.

We invest in our team member’s work-life balance, with unlimited paid time off, flexible working hours, and a work from home environment. We support employees with their own industry specific learning. We have weekly virtual team events such as trivia games, celebrating “international pet day”, lunch’n’learns, exercise classes, Women at TrustArc ERG, and many more.

All of our above initiatives and employee support is in line with our six core values, IMPACT (Innovation, Make it Happen, Passion, Accountability, and Teamwork). We like to encourage our employees to end each day with the question: “Did I make an IMPACT today?” And we acknowledge exceptional work through our IMPACT Awards, which includes a paid vacation!

The Opportunity

The Platform Implementation and Customer Success Manager role for Enterprise customers will oversee all aspects of project scope, schedule, resource risks, and overall management of implementation projects for enterprise clients to ensure successful delivery. This role will own and manage complex implementations, facilitate strategic customer conversations, and collaborate cross-functionally to set customers up for success. A successful candidate will have significant experience with enterprise customers, possess good technical skills, and exhibit extreme passion and a sense of urgency for delivering extraordinary levels of client satisfaction. Once a customer is implemented, this role is responsible for managing customer success activities. This includes, but is not limited to, managing customer lifecycle triggers related to platform usage by customers to identify trends and opportunities. This role will receive feedback from customers, advocate for feature changes where appropriate, drive issues, and provide input to help shape the product roadmap.

What You Will Do

• Create and maintain client timelines, based on project scope and requirements
• Collaborate with Product Management and Engineering to help translate customer requirements to user stories and technical design requirements
• Lead web-based kick-off meetings and customer trainings
• Participate in the solution development process and ensure that customer requests and needs are recorded for potential inclusion within the product
• Manage multiple projects simultaneously and resolve resource conflicts
• Perform technical analysis of client privacy processes and data flows, including onsite facilitated workshops as needed
• Lead weekly status calls with customers, discussing project status, best practices and progress to implementation completion
• Coordinate project dependencies such as tasks, timelines, resource allocation and risks
• Identify project roadblocks and organize cross-functional teams to resolve
• Consult with clients on industry and platform best practices
• Ensure all metrics in Salesforce are accurate and up-to-date
• Configure the TrustArc platform to fit the clients needs and requirements
• Create customized training packages to present in both web-based and onsite forums to train and clearly explain the benefits, best practices and functionalities of the TrustArc platform
• Assist in development and configuration of assessment templates
• Document project scope and customer requirements using our project management system
• Gather, document, and validate customer requirements as they relate to the TrustArc technology platform
• Coordinate both internal and external teams to drive timely and quality implementation of the TrustArc platform
• Create and maintain project plans for each customer while also maintaining documentation for each project
• Stay current on TrustArc solutions and maintain up to date knowledge of the industry
• Assist in workflow and other product technical configuration
• Drive project decisions, escalations, prioritizations as need to achieve program goals and objectives
• Manage customer expectations

What You Will Bring

• 5+ years experience in a software implementation role, experience with Fortune 1000 companies preferred
• Proficient in creating process flows and leading facilitated workshops
• Ability to forge and maintain long term customer relationships
• Proficient with data analysis, report creation and delivery
• Ability to travel up to 25%, including the potential for international travel (when it is safe)
• Experience in managing customer queries, and delivering projects to expectations and requirements
• Have proven experience managing complex projects; project management certification preferred
• Self-motivated individual and problem solver who is comfortable working both independently and collaboratively
• Ability to manage change and priorities and coordinate/realign project resources as necessary

Nice To Have Skills

• Working knowledge of GRC or Audit tools
• Strong knowledge of risk assessments, data analysis and report creation
• CIPP/US/M/T/E, CISSP, CISM, CISA, CIA or other related certifications
• Experience and knowledge of privacy office program development and implementation
• Previous experience with compliance frameworks and methodologies

Excited about the opportunity, but worried you don’t meet all the requirements? Apply anyway and give us both the chance to find out!

What We Offer

• Endless PTO Program
• 100% Work from Home
• Competitive compensation
• $2,500 active employee referral program
• Opportunities to participate in regional philanthropic activities
• Opportunities to participate in health-focused activities - mindfulness, wellness, active lifestyle
• Health, Vision, and Dental Care (also available for partner)

Equal Opportunity

TrustArc is proud to be an Equal Opportunity Employer and is committed to a diverse and inclusive workplace. We believe that a successful organization is one that celebrates its employees for who they are, who they love, and the unique lens through which they experience the world. TrustArc does not discriminate based on race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or other legally protected status. We understand that our differences make us better. They empower us to learn from each other, lean on each other, and create a product and community that models the behavior we hope to see in others.

If you need reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, contact us at [email protected] and describe the specific accommodation requested for a disability-related limitation. Reasonable accommodations are modifications or adjustments to the application or hiring process that would enable you to fully participate in that process.