Director, CX Technical Advisory

• Lead, mentor, and develop a high-performing team of Technical Advisors
• Foster a collaborative, results-oriented team culture
• Conduct regular 1:1s and performance reviews
• Oversee customer engagements to ensure they are strategic, timely, and deliver measurable value
• Act as an escalation point for complex customer issues
• Partner with CX Leadership and account teams to prioritize customer needs
• Develop and maintain a “team roadmap”
• Design and implement best practices and playbooks
• Work closely with cross-functional teams, including Product, Engineering, and Delivery Services
• Collaborate with internal teams to promote customer-centric product and service enhancements
• Represent the Technical Advisory team as a trusted advisor
• Ensure a high standard of quality in all TA deliverables and engagements
• Foster a culture of continuous improvement
• 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
• Serve as a customer advocate within OneTrust

• 8+ years in customer success, professional services, or a similar role
• 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
• 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
• 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

Experience in one or more domains relevant to OneTrust, such as GRC (Governance, Risk, and Compliance), Privacy, Universal Consent, or Data and AI Governance

• 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