Director, CX Technical Advisory

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Strength in Trust

OneTrust’s mission is to enable innovation through the responsible use of data and AI. We believe that ensuring data is trusted shouldn’t slow teams down—it should accelerate what’s possible. This led us to develop the first technology platform for responsible data use in 2016. Today, with AI representing the latest and most impactful expansion of data yet, OneTrust is once again redefining what responsible innovation looks like. OneTrust, the AI‑Ready Governance Platform™, unifies regulatory intelligence, automation, and connected governance workflows so businesses can continue to move at the speed of AI while ensuring good governance to prevent data misuse at scale. Trusted by thousands of organizations worldwide, OneTrust is shaping the future where trusted data becomes a transformative force for business and society.

The Challenge

As the Director 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.

Qualifications

• 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.

Personal Attributes

• 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.

Where we Work

We are embracing an office-first culture, encouraging three days a week in office for most roles, with meaningful opportunities to collaborate and celebrate in person.

Each role may have specific requirements or flexibility depending on the scope of the position, so we encourage you to verify this with your recruiter during your first interview.

Benefits

As an employee at OneTrust, you will be part of the OneTeam. That means you’ll receive support physically, mentally, and emotionally so that you can do your best work both in and out of the office. This includes comprehensive healthcare coverage, flexible PTO, equity RSUs, annual performance bonus opportunities, retirement account support, 14+ weeks of paid parental leave, career development opportunities, company-paid privacy certification exam fees, and much more. Specific benefits differ by country. For more information, talk to your recruiter or visit onetrust.com/careers.

Resources

Check out the following to learn more about OneTrust and its people:

• OneTrust Careers on YouTube
• @LifeatOneTrust on Instagram

Your Data

You have the right to have your personal data updated or removed. You also have the right to have a copy of the information OneTrust holds about you. Further details about these rights are available on the website in our Privacy Overview.You can change your mind at any time and have your personal data removed from our database. In order to do this you must contact us and let us know you wish to be removed. The request should be made on the Data Subject Request Form.

Recruitment fraud warning: OneTrust is aware of scams involving false offers of employment with our company. The fraudulent jobs, interviews and job offers use fake websites, email addresses, group chat and text messages. Be aware that we never ask candidates for personal information, IDs or bank information during the interview process. We do not interview prospective candidates via instant message or group chat, and do not require candidates to purchase products or services, or process payments on our behalf as a condition of any employment offer. Please note that any legitimate interview availability requests will come directly from a OneTrust recruiter with an "@onetrust.com" email address. You may also receive legitimate emails from "@us.greenhouse-mail.io". Recruiters will only reach out to candidates who have applied for a role through our ATS (Greenhouse) or prospects via LinkedIn InMail. Job offers will come from a recruiter and may have a "@docusign.net" email address. For more information or if you have been targeted please reach out to askrecruiting@onetrust.com.

Our Commitment to You

When 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 category. 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 local laws.