Implementation Manager - Platform (100% Remote)

Platform Implementation & Customer Success Manager

Position Overview
The Implementation and Customer Success Manager role is two-fold. The role is responsible for helping customers successfully deploy, scale, and maintain their service within the TrustArc Data Privacy Management Platform and manage customer relationships post-implementation. This includes, but is not limited to, monitoring platform usage by the company to identify trends and opportunities. This role will solicit feedback from customers, advocate for feature changes, drive issues, and provide input to help shape the product roadmap. 
Our platform is a market-leading privacy risk management software-as-a-service (SAAS) that enables global enterprises to assess, remediate and report on privacy risks related to data protection, global privacy laws, and other policies. The position works closely with sales, consulting, product management, engineering, and technical support and serves as the primary point of contact and project manager for all major customer implementation projects on our platform.  

Responsibilities
  • Perform a technical analysis of client privacy processes and data flows, including onsite facilitated workshops as needed
  • Development of implementation project plans and coordination of relevant stakeholders to ensure successful deployment milestones
  • Participate in the solution development process and ensure that customer requests and needs are recorded for potential inclusion within the product
  • Assist in development and configuration of assessment templates 
  • Assist in workflow and other product technical configuration
  • Delivery of onsite and remote professional services as needed to ensure success
  • Gather, document, and validate customer requirements as they relate to the TrustArc technology platform
  • Collaborate with Product Management and Engineering to help translate customer requirements to user stories and technical design requirements
  • Build strong customer relationships by maintaining knowledge of TrustArc platform capabilities and roadmap, over-communicating, and promptly following up on any customer concerns

Requirements
  • 3+ years of experience delivering enterprise software/SAAS solutions required
  • Minimum of 2 full lifecycle implementations completed
  • Proficient with data analysis, report creation, and delivery
  • Ability to act independently and exercise good judgment
  • Ability to prioritize and manage multiple tasks

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