customer success analyst

Kigen

<div><p>Originally founded by Arm, Kigen enable businesses to grow their Internet of Things rapidly through the SIM, eSIM and iSIM technologies and are pushing the boundaries in the industry. Working with a number of high-profile customers globally, our growing business is excited to be expanding our Supply Chain team in Noida, New Delhi.<br>
</p><p></p><br>
<p><b>Role Overview
</b></p><p>The successful candidate will act as the link between Sales, Customers, and the Supply Chain team, ensuring that logistics, labelling, packaging, and ordering requirements are captured, set up, and delivered effectively.<br>
</p><p></p><p>This role supports a smooth onboarding process and delivers a high-quality customer experience.<br>
<br>
</p><p></p><br>
<p><b>What you will be doing:
</b></p><ul><li>Customer Onboarding &ndash; Lead initial customer discussions on logistics, labelling, packaging, and compliance requirements.
</li><li>Ordering Platform Setup &ndash; Support ticket ordering tile setup in collaboration with FAEs.
</li><li>Requirement Handover &ndash; Translate customer needs into clear actions for the Supply Chain team.
</li><li>Cross-Functional Liaison &ndash; Act as the link between Sales, Customers, and Supply Chain to ensure seamless communication and delivery.
</li><li>Customer Liaison &ndash; Serve as the first point of contact for supply-related queries before escalation.
</li>Continuous Improvement &ndash; Identify recurring customer pain points and recommend process improvements.<br>
<li>
</li></ul><p></p><br>
<p><b>What we are looking for:
</b></p><ul><li>Experience within a similar role within the SIM industry.
</li><li>Experience with order management platforms.
</li><li>Demonstrable experience of liaising with customers and delivering a high quality service.
</li><li>You have a good technical understanding of SIM card technologies.
</li><li>Excellent communication skills and comfortable managing a wide range of stakeholders.
</li><li>You are super-organised and flexible, managing your day today tasks with relative autonomy.
</li><li>A problem solver; self-starter with &ldquo;can do&rdquo; attitude.
</li><li>Exceptional attention to detail.
</li><li>You can keep multiple activities and tasks moving at the same time.
</li>A real team player who aspires to the idea of our core values of: Passion for customer success, Be excellent to all, Think big, act fast<br>
<li>
</li></ul><p></p><br>
<p><b>What are Kigen&rsquo;s benefits?
</b></p><p>At Kigen we like to ensure our people are well supported and rewarded for what they do. We offer a competitive salary, flexible working (including hybrid working), healthcare and much more!<br>
</p><p></p><p>We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.</p></div>

Customer Success Analyst (Supply Chain)

Eminence Technology

<p><b>About the Role:</b></p><p>We are seeking a highly skilled <b>Technical Business Analyst &ndash; Post Sales</b> to act as a bridge between clients and the technical team after project delivery. The role involves managing client relationships, gathering enhancement requirements, analyzing system workflows, and ensuring smooth support operations to maximize customer satisfaction and retention.</p><p><b>Key Responsibilities:</b></p><ul><li>Collaborate with clients post-implementation to understand business needs, system issues, and enhancement requests.</li><li>Analyze functional and technical requirements for post-sales changes, updates, and optimizations.</li><li>Document change requests, create functional specifications, and ensure proper sign-off from stakeholders.</li><li>Act as a liaison between the client and development/QA teams for smooth delivery of updates.</li><li>Provide ongoing product knowledge, training, and support to clients.</li><li>Track and monitor post-sales deliverables, ensuring timely resolution of tickets/issues.</li><li>Conduct gap analysis to identify opportunities for improvement and automation.</li><li>Assist in creating post-implementation reports, customer feedback analysis, and performance metrics.</li><li>Maintain strong customer relationships to encourage repeat business and referrals.</li></ul><p><b>Required Skills &amp; Qualifications:</b></p><ul><li>Bachelor&rsquo;s degree in Computer Science, Information Technology, Business Administration, or related field.</li><li><b>2&ndash;5 years of experience</b> as a Business Analyst, preferably in IT/software services (post-sales or support-focused).</li><li>Strong knowledge of <b>SDLC, Agile methodologies, and requirement analysis.</b></li><li>Hands-on experience with tools like <b>JIRA, Confluence, Trello, or ClickUp</b> for requirement and task tracking.</li><li>Ability to create BRDs, FRDs, user stories, process flows, and wireframes.</li><li>Strong technical understanding of web &amp; mobile applications, APIs, and integrations.</li><li>Excellent communication and stakeholder management skills.</li><li>Problem-solving mindset with strong analytical and documentation skills.</li></ul><p><b>Good to Have:</b></p><ul><li>Knowledge of CRM, ERP, or SaaS-based products.</li><li>Experience in post-sales client management or customer success.</li><li>Basic SQL or API testing knowledge for requirement validation.</li></ul><p>Job Types: Full-time, Permanent</p><p>Pay: &#8377;30,000.00 - &#8377;60,000.00 per month</p><p>Work Location: In person</p>

Business Analyst- Post sales

Theintechgroup

<p>As a Customer Success Analyst, you will be responsible for resolving customer care queries related to transaction issues, account issues, and product understanding as the first point of contact for our corporate customers. You will address customer queries while navigating multi-geography complexities, including regional regulatory nuances and time zone differences. All this should be done displaying professionalism, exercising agility, adapting behavior, and implementing feedback.</p><p>You will also work cross-functionally with other verticals to address customer case queries, refine customer query handling, and enable closed-loop feedback for better engagement and continuous improvement. Additionally, you'll coordinate with financial service providers across regions on a case-by-case basis to resolve escalated issues, ensuring alignment with established protocols. You will compile and update performance summary KPIs (e.g., resolution rates) to ensure consistency in performance and scope for improvement. You will leverage the required tools and performance metrics to ensure a data-driven approach to customer service excellence.</p><p>Key daily activities around customer servicing in the region for corporate customers will require the analyst to:</p><ol><li>Address and provide the best possible solution on a first contact resolution basis for queries pertaining to transaction issues, account-related issues, platform/technical issues, or basic product understanding.</li><li>Respond to customer queries with a sense of urgency, in line with policy guidelines.</li><li>Provide multi-channel support to customers and escalate complex issues across geographies, ensuring consistent service delivery.</li><li>Use various tools and software for swift query resolution.</li><li>Develop a thorough understanding of the customer servicing module and maintain up-to-date knowledge of the platform's features and functionalities.</li><li>Monitor emails, calls, and chat inquiries from customers along with key progress/update on each.</li><li>Collaborate with relevant teams to gather additional details for effectively addressing customer queries and support the closed-loop feedback process to enhance customer engagement and identify potential improvements.</li><li>Provide/upload daily reports on key customer service metrics, including region-specific trends and escalations, to ensure performance consistency and efficiency.</li><li>Escalate complex customer care issues urgently to relevant stakeholders, in alignment with regional protocols and compliance standards.</li><li>Question existing practices and drive innovation in user support strategies and operational processes.</li><li>Always act as an ambassador for DP World, promoting positive behaviors in harmony with DP World's principles, values, and culture, and adhering to the Code of Conduct and Ethics policies.</li><li>Perform other related duties as assigned.</li></ol><p> Qualifications </p><ul><li>A bachelor's degree along with 1-2 years of prior experience in a customer-facing role in the financial services or payments industry.</li><li>Proficiency in English and relevant regional language(s).</li><li>Experience working with customers across multiple geographies or in a global team is highly desirable.</li><li>Exceptional verbal, written, social, and interpersonal skills, as well as expertise in building long-term strategic relationships.</li><li>Skilled at understanding customers' issues and recommending appropriate solutions.</li><li>Strong client service orientation: listening, critical thinking, analytical skills, and a high degree of empathy.</li><li>Ability to thrive in a multi-tasking environment, adjust priorities on-the-fly, and focus on details.</li><li>Ability to quickly adapt to new tools, processes, and customer engagement strategies.</li><li>Experience working in a digital payments company or fintech involved in cross-border transactions would be a plus.</li></ul><p>Experience working in a B2B setup would be a plus.</p><img src="https://www.jobg8.com/Tracking.aspx?Lpr6zL7TZRF8WcsKNo78dL%2bbIbrY3kkDy" width="0" height="0" />

Director - Accounts & Finance

Elsevier

<div></div><div><div>Sales Support Analyst</div><div></div><div>
Are you both technically adept and comfortable engaging directly with customers?</div><div></div><div>
Can you bridge the gap between sales, product, and implementation for healthcare solutions?</div><div></div><div>
About our Team</div><div>
Elsevier serves healthcare professionals including Nurses, Physicians, Pharmacists, Payers, and Health Executives. We integrate evidence-based content into the care process, helping improve patient outcomes. Our products and services are designed to help caregivers, professionals, and students. Improving practice, encouraging broad and deep adoption of professional practice guidelines, and promote a culture of quality.</div><div></div><div>
About the Role<br>
We are seeking a Sales Support Analyst to bridge the gap between sales, product, and implementation for ClinicalPath. This customer-facing role requires strong technical expertise and EMR familiarity, with the goal of supporting sales in closing business and ensuring seamless customer handoffs into implementation.</div><div></div><div>
This is an ideal role for someone who is both technically adept and comfortable engaging directly with customers, helping to translate clinical and technical needs into actionable solutions. You will be a trusted partner to the sales team, ensuring that technical discussions, demos, and security/compliance requests are handled with accuracy and professionalism.</div><div></div><div>
This position plays a critical part in helping customers say &ldquo;yes&rdquo; to ClinicalPath by ensuring technical questions are answered, solutions are clearly scoped, and handoffs are executed smoothly. Your work directly supports closing deals and delivering on promises made during the sales process</div><div></div><div><br>
Responsibilities</div><ul><li><div>
Providing Sales Support &amp; Customer Engagement.</div></li></ul><ul><li><div>
Participating in customer-facing technical sales calls, providing expertise on ClinicalPath integrations, workflows, and technical requirements.</div></li></ul><ul><li><div>
Serving as a sales liaison through the contracting and early implementation phase, ensuring continuity of plans and requirements into delivery.</div></li></ul><ul><li><div>
Supporting completion of technical assessments, including risk/security questionnaires and RFPs.</div></li></ul><ul><li><div>
Refreshing, maintaining, and improving ClinicalPath demo environments (including Figma-based and future live demos).</div></li></ul><ul><li><div>
Providing Technical Planning &amp; Handoff.</div></li></ul><ul><li><div>
Partnering with customers and internal teams to scope technical requirements, identify risks, and document solutions.</div></li></ul><ul><li><div>
Facilitating smooth handoffs to implementation teams, ensuring context and rationale for customer-specific decisions are preserved.</div></li></ul><ul><li><div>
Maintaining and updating technical documentation, FAQs, and knowledge repositories for internal and external use.</div></li></ul><ul><li><div>
Providing Operational &amp; Reporting Support.</div></li></ul><ul><li><div>
Executing and maintaining recurring data extracts and reporting processes (e.g., Payer extracts).</div></li><li><div>
Supporting product and sales leadership with data analysis, security/compliance documentation, and technical insights.</div></li><li><div>
Proactively identifying opportunities to streamline demos, documentation, and handoff processes.</div></li></ul><ul><li><div>
Collaborating with product, sales, and customer success teams to drive operational efficiency and customer satisfaction.</div></li></ul><div></div><div><br>
Requirements</div><ul><li><div>
Have a Bachelor&rsquo;s degree in a related field, preferably.</div></li></ul><ul><li><div>
Are familiarity with major EHR/EMR systems and workflows; prior experience supporting healthcare technology solutions.</div></li><li><div>
Excellent communication skills for both technical and non-technical audiences.</div></li></ul><ul><li><div>
Able to manage technical documentation and customer-facing collateral.</div></li></ul><ul><li><div>
Have a proven experience in customer-facing roles (sales engineering, technical account management, or similar).</div></li><li><div>
Experience supporting security and compliance assessments (HIPAA, ISO 27001).</div></li><li><div>
Have familiarity with Figma or other demo/prototyping tools.</div></li><li><div>
Display knowledge of cloud infrastructure (AWS, Azure) and integration standards (FHIR, HL7, ADT)</div></li></ul><br>
Primary Location Base Pay Range: Home based-Ohio $45,500 - $76,000.<br>
We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:
 Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
 Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
 Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
 Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
 Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
 Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
 In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice<div><br>
We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our <div>Applicant Request Support Form</div> or please contact 1-855-833-5120.</div><div></div><div>
Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams <div>here</div>.</div><div></div><div>
Please read our <div>Candidate Privacy Policy</div>.</div><div></div><div>
We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.</div><div></div><div><i>
USA Job Seekers:</i></div><div><div>
EEO Know Your Rights</div>.</div></div><div></div>

Sales Support Analyst

WebEngage

<p>WebEngage is a customer data platform and marketing automation suite that makes user engagement and retention simplified and highly effective for consumer tech enterprises and SMBs. One of the<strong>hottest global SaaS companies</strong>, we've been recognized by G2 as a<strong>Marketing Automation Leader in Asia 2021.</strong></p><p>The platform helps brands drive more revenue from their existing customers and anonymous users through highly contextual, hyper-personalized engagement campaigns across 10 communication channels.</p><p>We are headquartered in<strong>Mumbai</strong>,<strong>India,</strong>and have offices in<strong>Delhi</strong>,<strong>Bangalore</strong>,<strong>São Paulo,</strong>and<strong>Dubai</strong>.We work with thousands ofbrands worldwide, across industries like E-Commerce, Edtech, Fintech, Foodtech, Media & Publications, Gaming, BFSI, Healthcare, and Online Retail.</p><p><b>The Role</b></p><p><strong>Essential Functions and Responsibilities:</strong></p><ul><li>Monitoring the CRM system & ensuring Customer Success is capturing the right data</li><li>Handling the Customer Success/Onboarding/Support Platform</li><li>Instil a data-driven rigour to decision-making to draw insights from CStools.</li><li>Collecting useful information from the CS tools.</li><li>Integrate all success/onboarding/support tools with each other to share information and key data points.</li><li>Training new success/onboarding/support & implementation members on tool, process and monitoring their adherence.</li><li>Evaluating existing processes and identifying areas for improvement to optimize overall output.</li><li>Analyzing data and creating/sharing reports with top management with key insights and suggestions.</li><li>Develop a Success Excellence system that will track and maximize the quality, efficiency and performance of Customer Success.</li><li>Own the CS tool stack and integrations with other relevant data sources.</li><li>Lead the development and maintenance of a customer health score to inform CSMs' decision making</li><li>Serve as a liaison to other commercial teams on operational matters</li><li>Uncover and act on challenges, barriers and opportunities around the Customer Success team's efficiency and scalability</li><li>Provide operational support and develop processes that drive product adoption and successful client outcomes</li></ul><p><strong>KPI's</strong></p><ul><li>Creating playbooks</li><li>Setting Customer Success initiatives for the company</li><li>Assessing risk management</li><li>Forecasting</li><li>Examining existing processes to look for or upsell opportunities</li><li>Conducting customer churn analysis</li><li>Setup process to measure and monitor team KPIs and performance</li><li>Work on incentive structures for different teams which are in line with company and team goals</li></ul><p>You will partner closely with the Sales Managers, Customer Success Manager, Support Executives, and Implementation Team to ensure maximum adherence to set processes.</p><p><b>Ideal Profile</b></p><ul><li>2+ years of experience with at least 2 years relevant work experience in a customer-facing role (customer success or account management) in a SaaS setup</li><li>Must Have - The candidate should be proficient in reading, writing and speaking Arabic</li><li>Preferably a Masters degree in Business Administration</li><li>Domain - Experience with analytics, data, databases or business intelligence preferred</li><li>Go-Getter - Willing to go the extra mile with a strong work ethic; self-directed and resourceful</li><li>Excellent Communication - You know what to say and more importantly, how to say it</li><li>Experience in Digital Marketing products will be an added advantage</li></ul><p><b>What's on Offer?</b></p><ul><li>Leadership Role</li><li>Fantastic work culture</li><li>Handling the Customer Success/Onboarding/Support Platform</li></ul><img src="https://www.jobg8.com/Tracking.aspx?8dbBRMnE5BJSj0uY9W42wtjJup88shwRn" width="0" height="0" />

Strategic Account Manager

Icertis

<div>
 <strong>
  Job Description
  <br/>
  <br/>
 </strong>
 Icertis Customer Experience and Success Management is seeking a dynamic and results-driven individual to lead and manage customer adoption initiatives. In this role, you will design and execute data-driven, scalable adoption campaigns aimed at improving customer engagement and usage. You&rsquo;ll collaborate with cross-functional teams to develop impactful content and resources, while leveraging key tools like Gainsight, Salesforce, and Power BI to track and optimize program performance. The ideal candidate will be highly analytical, with a passion for driving customer success through actionable insights and data-informed strategies.
 <br/>
 <br/>
 In this role, you'll be an integral part of our Customer Experience and Success Management team, working closely with leaders and teams across Customer Experience and Success, Support, Sales, Professional Services, Product Management and Marketing to ensure a seamless and effective customer experience.
 <br/>
 <br/>
 You will need to work from
 <strong>
  14:00 &ndash; 22:00 IST
 </strong>
 to collaborate with global teams across time zones.
 <br/>
 <br/>
 <strong>
  Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Design, execute and manage one-to-many adoption campaigns
  </li>
  <ul>
   <li>
    Create and leverage data-driven insights to identify and segment customers with adoption and usage challenges.
   </li>
   <li>
    Leverage data to identify relevant and high-impact campaign topics that align with customer needs and adoption goals.
   </li>
   <li>
    Collaborate with subject matter experts to create and curate impactful, scalable adoption messaging and content.
   </li>
   <li>
    Design campaign flows for the delivery of content via one-to-many channels such as webinars, email campaigns, and office hours.
   </li>
   <li>
    Partner with Marketing to align on content and campaign execution.
   </li>
   <li>
    Promote campaigns internally, ensuring customer-facing teams are aligned and promoting the campaigns with their customers.
   </li>
   <li>
    Monitor customer engagement levels and measure the overall effectiveness of adoption campaigns.
   </li>
  </ul>
  <li>
   Identify engagement opportunities for Customer Experience Managers
  </li>
  <ul>
   <li>
    Define data-based criteria to identify and segment customers where proactive engagement is needed.
   </li>
   <li>
    Using Gainsight, Salesforce, Power BI and other tools, alert key Icertis stakeholders (Customer Success Managers, Account Managers, etc.) when one-to-one engagement is needed.
   </li>
   <li>
    Provide actionable insights, recommended engagement activities, and relevant analytics to Icertis stakeholders.
   </li>
   <li>
    Ensure the timely completion of engagement activities by Icertis stakeholders and measure the overall effectiveness of those activities.
   </li>
  </ul>
  <li>
   Manage content and resources for customer adoption engagements
  </li>
  <ul>
   <li>
    Collaborate with subject matter experts to develop and curate an on-demand repository of relevant content, templates, and assets for customer adoption engagements.
   </li>
   <li>
    Maintain and update the repository to ensure internal stakeholders have access to the latest resources to support customer adoption efforts.
   </li>
  </ul>
  <li>
   Measure and optimize the impact of the Customer Experience and Success team
  </li>
  <ul>
   <li>
    Continuously track, measure, and analyze data to demonstrate the impact of our programs and engagements.
   </li>
   <li>
    Fine-tune existing processes and experiment with new approaches to enhance the customer journey and adoption rates.
   </li>
   <li>
    Contribute to continuous improvement initiatives and pilot new programs to optimize adoption and customer engagement through digital channels.
   </li>
  </ul>
  <li>
   Utilize Gainsight, Salesforce, Power BI, Excel, and other tools to implement programs, monitor program outcomes, and monitor customer health.
   <br/>
  </li>
 </ul>
 <strong>
  Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   3+ years of experience in Customer Success, Marketing, or Operations, with a focus on one-to-many engagements, adoption at scale and data-driven strategies.
  </li>
  <li>
   Strong analytical skills with the ability to interpret customer data and deliver insights that influence stakeholder decision-making.
  </li>
  <li>
   Excellent communication skills (both verbal and written), with a strong ability to articulate strategies and plans.
  </li>
  <li>
   Experience with tools such as Gainsight, Salesforce, Power BI, Excel, or other customer engagement platforms.
  </li>
  <li>
   Demonstrated experience in leading one-to-many customer meetings, training sessions, and monitoring user engagement at scale.
  </li>
  <li>
   Proven project management skills, with the ability to manage multiple initiatives concurrently and deliver results.
  </li>
  <li>
   Bachelor&rsquo;s degree or equivalent experience with a customer-centric mindset.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  About Us
  <br/>
  <br/>
 </strong>
 Icertis is the global leader in AI-powered contract intelligence. The Icertis platform revolutionizes contract management, equipping customers with powerful insights and automation to grow revenue, control costs, mitigate risk, and ensure compliance - the pillars of business success. Today, more than one third of the Fortune 100 trust Icertis to realize the full intent of millions of commercial agreements in 90+ countries.
 <br/>
 <br/>
 <strong>
  About The Team
  <br/>
  <br/>
 </strong>
 Who we a re: Icertis is the only contract intelligence platform companies trust to keep them out in front, now and in the future. Our unwavering commitment to contract intelligence is grounded in our FORTE values&mdash;Fairness, Openness, Respect, Teamwork and Execution&mdash;which guide all our interactions with employees, customers, partners, and stakeholders. Because in our mission to be the contract intelligence platform of the world, we believe how we get there is as important as the destination.
 <br/>
 <br/>
 Icertis, Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Icertis, Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to careers@icertis.com or get in touch with your recruiter.
</div>


Manager, Customer Success Management(operations)

OneTrust

<div><div><h3 class="jobSectionHeader"><b>Strength in Trust</b></h3>
<p>
OneTrust's mission is to enable organizations to use data and AI responsibly. Our platform simplifies the collection of data with consent and preferences, automates the governance of data with integrated risk management across privacy, security, IT/tech, third-party, and AI risk, and activates the responsible use of data by applying and enforcing data policies across the entire data estate and lifecycle. OneTrust supports seamless collaboration between data teams and risk teams to drive rapid and trusted innovation. Recognized as a market pioneer and leader, OneTrust boasts over 300 patents and serves more than 14,000 customers globally, ranging from industry giants to small businesses.</p></div><h3 class="jobSectionHeader"><b>
The Challenge</b></h3>
<p>
We're looking for a Support Analyst to join the GCS (Global Customer Support) team. In this role, you will provide ongoing technical support, troubleshooting and propose sensible solutions for OneTrust customers. This position requires a confident individual with impressive verbal and written communication skills, advanced troubleshooting skills and an ability to operate in escalated and high-pressure situations. You will be required to develop deep comprehension of the OneTrust platform and Collaborate across OneTrust teams, including with our product teams, to troubleshoot issues, identify root causes, and provide solutions.</p>
<p><b>
Position will be located in Atlanta, GA</b></p>
<p><b>
On-Site Schedule Requirement:</b></p>
<ul>
<li>This hybrid role offers a dynamic schedule with in-office collaboration<b> (3 days/week) </b>and remote flexibility.</li>
<li>Analyst will start with a <b>Monday-Friday schedule for the first 3-6 months</b>, gaining hands-on experience and expert training.</li>
<li>Once fully ramped, analyst will transition to a<b> Monday-Friday schedule</b>, working <b>9 AM - 6 PM EST (could flex 8 AM - 5 PM or 10 AM -7 PM)</b></li>
<li>No devoted weekend shifts</li>
<li>Should expect to work <b>1-3 on-call shifts per quarter</b></li>
</ul><h3 class="jobSectionHeader"><b>Your Mission</b></h3>
<ul><li>Take support cases from the Level 2 or 3 support queue (as appropriate) and work with the customer to troubleshoot and address the issue.</li>
<li>Actively and autonomously manage a varied workload of customer support cases, keeping customers regularly updated on progress.</li>
<li>Collaborate across OneTrust, including with our product teams, to troubleshoot issues, identify root causes, and provide solutions.</li>
<li>Continue to develop and maintain deep knowledge of specific areas of the OneTrust platform (and supporting technologies) by attending office hours, completing regular release training, etc.</li>
<li>Build privacy industry expertise, including maintaining CIPP/E / CIPM certifications.</li>
<li>Contribute more broadly to the OneTrust support community, including creating knowledge articles and process improvements.</li>
<li>Work autonomously to manage your time and commitments while meeting agreed performance.</li>
</ul><h3 class="jobSectionHeader"><b>What You'll Work With</b></h3>
<p>
This is a highly technical role that will allow you to dive deep into multiple domains, including integrations, infrastructure, and security. Ideal candidates will bring a mix of experience in the following areas&mdash;or demonstrate the ability to learn quickly:</p>
<h4 class="jobSectionHeader"><b>
Integrations &amp; APIs</b></h4>
<ul><li>Working with RESTful/SOAP APIs, JSON/XML payloads, and tools like Postman</li>
<li>Knowledge of Apache Kafka, Freemarker templates, and OOP concepts</li>
<li>Knowledge of OAuth 2.0, PGP encryption, and secure file transfer protocols (SFTP/FTP)</li>
<li>Exposure to middleware or integration platforms</li>
</ul><h4 class="jobSectionHeader"><b>Infrastructure &amp; Data Discovery</b></h4>
<ul><li>Hands-on experience with Kubernetes, Docker, and container orchestration tools</li>
<li>Working knowledge of Linux CLI, networking, and basic cloud infrastructure (AWS, Azure, GCP)</li>
<li>Knowledge of relational databases (e.g., MySQL)</li>
</ul><h4 class="jobSectionHeader"><b>Email &amp; Communication Systems</b></h4>
<ul><li>Knowledge of SMTP, Microsoft Exchange, SendGrid, and dynamic email templating (HTML/variables)</li>
</ul><h4 class="jobSectionHeader"><b>Access Management &amp; Security</b></h4>
<ul><li>Experience with Single Sign-On (SSO) and SAML assertions</li>
<li>Comprehension of SCIM provisioning, identity federation, and user/group management models</li>
</ul><h3 class="jobSectionHeader"><b>You Are</b></h3>
<ul><li>Exemplary with your oral and written communication skills.</li>
<li>Willingness to learn and quick to pick up new skills.</li>
<li>Able to work individually while still contributing to a team.</li>
<li>You are a hardworking and established individual focused on providing a great customer experience while building rapport.</li>
<li>You're a self-directed worker who can solve complex customer problems in a creative manner.</li>
<li>Excited to find creative solutions to complex customer problems.</li>
<li>Able to manage and prioritize a varied workload while meeting SLAs and deadlines.</li>
<li>Focused on quality and attention to detail.</li>
<li>Devoted to providing a great experience and able to build a rapport with customers.</li>
</ul><h3 class="jobSectionHeader"><b>Your Experience Includes</b></h3>
<ul><li>Degree, higher education qualification or 2-4 years' work experience in a similar role</li>
<li>Either demonstrated experience working with the OneTrust Privacy platform, or relevant technical skills e.g. web/mobile development stack (HTML, CSS, Javascript, React), APIs/integrations</li>
<li>Ability to learn rapidly, and master the OneTrust Privacy platform</li>
<li>Complex analytical problem-solving skills</li>
<li>Continuous improvement mindset and ability to contribute to process improvement.</li>
<li>Highly developed written and verbal communication skills, with ability to successfully communicate complex information in accessible language via phone, video and e-mail</li>
<li>Ability to work with and troubleshoot complex, web-based software suites</li>
<li>Working knowledge of development processes, different operating systems, browsers, and programming languages.</li>
<li>Flexible attitude and willingness to work alternative shift patterns e.g. late shifts, weekends to support coverage, new releases</li>
</ul><h3 class="jobSectionHeader"><b>Extra Awesome</b></h3>
<ul><li>Privacy industry experience, or CIPP/E / CIPM certified</li>
<li>Language skills (French, German, Spanish, Portuguese)</li>
<li>Familiarity with IAB TCF 2.0 framework</li>
<li>Familiarity of privacy, ethics, security, compliance, or sustainability concepts or industry trends</li>
<li>Working knowledge of containerization, orchestration, and related infrastructures such as Docker, Kubernetes, OpenShift.</li>
<li>Basic Knowledge of relational databases such as MySQL</li>
<li>Knowledge of public cloud infrastructure such as AWS, Azure and Google Cloud (AKS, EKS, GKE, Drivers, Storage, VPN, Subnets).</li>
<li>Linux and Windows Administration skills</li>
<li>Experience with HTML, CSS, Javascript</li>
</ul><h3 class="jobSectionHeader"><b>Equal Employment Opportunity (EEO) Statement</b></h3>
<p>
Our company does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.</p><div><h3 class="jobSectionHeader"><b>
Where we Work</b></h3>
<p>
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.</p>
<p>
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.</p>
<h3 class="jobSectionHeader"><b>
Benefits</b></h3>
<p>
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.</p>
<h3 class="jobSectionHeader"><b>
Resources</b></h3>
<p>
Check out the following to learn more about OneTrust and its people:</p>
<ul>
<li>OneTrust Careers on YouTube</li>
<li>@LifeatOneTrust on Instagram</li>
</ul><h3 class="jobSectionHeader"><b>Your Data</b></h3>
<p>
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<b>. </b>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.</p>
<p>
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 &quot;@onetrust.com&quot; email address. You may also receive legitimate emails from &quot;@us.greenhouse-mail.io&quot;. 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 &quot;@docusign.net&quot; email address. For more information or if you have been targeted please reach out to askrecruiting@onetrust.com.</p>
<h3 class="jobSectionHeader"><b>
Our Commitment to You</b></h3>
<p>
When you join OneTrust you are stepping onto a launching pad &mdash; 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.</p>
<p>
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.</p></div></div>

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