The Challenge

As theDirector of CX Technical Advisory Services (INTL), reporting to the VP of Customer Experience, you will lead a talented team of 10-12 Technical Advisors, driving impactful customer and partner engagements that help our clients achieve their strategic goals. Combining leadership with deep technical and functional expertise, you’ll coach and develop your team, ensure alignment with OneTrust’s business objectives, and optimize engagement processes to deliver meaningful results. You’ll also drive Team Practice Development, continuously evolving team strategies, processes, and content to meet customer needs and improve the effectiveness of customer success initiatives.

Key Responsibilities

• Leadership & Team Development:
• • Lead, mentor, and develop a high-performing team of Technical Advisors, providing clear guidance and support in delivering exceptional service.
  • Foster a collaborative, results-oriented team culture, inspiring innovation, continuous learning, and customer-centric thinking.
  • Conduct regular 1:1s and performance reviews to drive personal and professional growth among team members.
• Customer Engagement & Success:
• • Oversee customer engagements to ensure they are strategic, timely, and deliver measurable value aligned with customer business objectives.
  • Act as an escalation point for complex customer issues, coordinating with internal teams to ensure a high level of responsiveness and resolution.
  • Partner with CX Leadership and account teams to prioritize customer needs and align Technical Advisory resources for optimal impact.
• Team Practice Development:
• • Develop and maintain a “team roadmap” that outlines engagement priorities, content development, and process improvements based on customer feedback, strategic goals, and market needs.
  • Design and implement best practices and playbooks to improve engagement consistency, customer impact, and scalability.
  • Work closely with cross-functional teams, including Product, Engineering, and Delivery Services, to incorporate customer insights and ensure alignment on solution delivery, usability, and experience.
• Stakeholder Collaboration:
• • Collaborate with internal teams to promote customer-centric product and service enhancements, helping to influence OneTrust’s roadmap through insights and feedback from customer engagements.
  • Represent the Technical Advisory team as a trusted advisor within OneTrust, ensuring strong alignment with other departments to drive customer success.
• Quality Assurance & Continuous Improvement:
• • Ensure a high standard of quality in all TA deliverables and engagements, coordinating with Digital CX to validate customer-facing assets.
  • Foster a culture of continuous improvement within the team, using data and insights to refine engagement methods and optimize customer experiences.
• Analytics & Metrics:
• • Define and measure team success metrics, including customer satisfaction (CSAT), adoption rates, gross retention, and net retention.
  • Track and report team performance, engagement impact, and customer health metrics, providing actionable insights and recommendations to leadership.
• Customer Advocacy:
• • Serve as a customer advocate within OneTrust, ensuring the TA team aligns engagements with real-world customer challenges and communicates these needs back to the organization.

• Experience:
• • 8+ years in customer success, professional services, or a similar role, with at least 3 years in a leadership or people management role.
  • Demonstrated success in leading technical and strategic customer engagements within a software, SaaS, or technology environment.
  • Preferred: Experience in one or more domains relevant to OneTrust, such as GRC (Governance, Risk, and Compliance), Privacy, Universal Consent, or Data and AI Governance.
• Skills:
• • Strong people management skills, including coaching, conflict resolution, and team-building.
  • Excellent communication and presentation skills, with the ability to engage with stakeholders at all levels, including executive leaders.
  • Analytical skills to assess team performance and implement process improvements based on data-driven insights.
• Technical Knowledge:
• • Familiarity with OneTrust solutions, data security, and privacy best practices.
  • Experience with CRM tools (e.g., Salesforce, Gainsight) and analytics platforms for tracking customer success metrics.

• Customer-Centric Mindset: Passionate about delivering exceptional customer experiences and committed to customer success.
• Problem Solver: Ability to think critically and act quickly in response to complex challenges.
• Collaborative Leader: Strong team orientation and a collaborative, inclusive approach to leadership.
• Growth Mindset: Continuous learner who seeks feedback and new opportunities to improve.