Endeavor
Principal Product Specialist - Consent & Preferences
Endeavor, Atlanta, Georgia, United States, 30383
The ChallengeWe are looking for a Principal Product Specialist to join the GCS (Global Customer Support) team to fulfill crucial responsibilities that contribute to the seamless functioning of the organization. In this role, you will play a pivotal role in maintaining a strong connection between the GCS teams and the global Product/R&D organization to better serve customers and improve our products. Acting as the go-to Subject Matter Expert (SME) and escalation point for module related queries, the specialist is instrumental in accelerating the resolution time for issues, ensuring efficiency and customer satisfaction. Furthermore, the role entails strategic responsibility for enhancing the supportability of specific modules, reflecting OneTrust's commitment to continuous improvement and optimization within its cloud offerings. This position serves as a linchpin in fostering collaboration, resolving challenges promptly, and strategically enhancing the support infrastructure for durable growth.
Your Mission
Work in Jira to answer product questions and quality / pass bugs or errors on to R&D
Identify gaps in documentation or internal knowledge/training and work to close them
Collaborate with cross-functional teams, including product, to address complex technical challenges and find effective solutions
Maintain regular communication with product development teams to stay informed about updates and changes
Collaborate with the Product Team to determine support team readiness for releases, including resource assessment and supportability
Troubleshoot/review module-related support cases
Provide advanced technical support for escalated customer issues related to the specialized module or feature
Drive 'virtuous cycle' of closing knowledge & documentation gaps
Act as an internal escalation point within GCS for highly complex issues
Regularly audit and maintain Knowledge Base articles (including the creation of new content as needed)
Enable cloud-level support team for new module features or updates
Serve as a cloud SME for the global team
Perform data analysis and provide insights to relevant stakeholders to improve module functionality and deflect support cases
Mentor and assist junior team members (P1-P4 specialists) in handling module-specific inquiries and issues
You Are
Possess in-depth overall knowledge of specific cloud & relevant technical skills with a Subject Matter Expert level in at least one module
Demonstrate a proven track record of resolving complex issues and the ability to provide advanced technical support
Demonstrate the ability to collaborate with and influence stakeholders across teams and multiple seniority levels
Be approachable, collaborative, and able to coach peers without managing
Exhibit strong organization skills & the ability to prioritize effectively
Advanced written communication skills including correspondence, documentation creation, and technical writing
Demonstrate extensive customer-facing experience
Be able to work independently/proactively seeking out solutions
Participate in the interview process for members of the cloud-level support team analysts
Able to influence peers and broader team through skillful thought leadership
BA/BS degree in a relevant field or equivalent practical experience
3-5+ years of relevant overall experience in relevant industry or organization
Exceptional OT knowledge (cloud specific) in relevant area
Extensive customer-facing experience. (enterprise support/customer-facing experience)
Proven track-record of handling escalations and solving complex technical issues
Excellent verbal and written communication skills across multiple levels of leadership and audiences of varying technical backgrounds
Strategic thinking, problem-solving, and decision-making capabilities
Strong entrepreneurial skills to excel in a complex and rapidly evolving environment
Current experience in trust intelligence space
Masters degree in a relevant field
Relevant certifications (CIPP/E, CIPM, CIPT, FIP, etc.)
Advanced level of experience with relevant tools (e.g. Salesforce, Gainsight, Microsoft Office)
Advanced or fluent level of multiple languages
#J-18808-Ljbffr
Your Mission
Work in Jira to answer product questions and quality / pass bugs or errors on to R&D
Identify gaps in documentation or internal knowledge/training and work to close them
Collaborate with cross-functional teams, including product, to address complex technical challenges and find effective solutions
Maintain regular communication with product development teams to stay informed about updates and changes
Collaborate with the Product Team to determine support team readiness for releases, including resource assessment and supportability
Troubleshoot/review module-related support cases
Provide advanced technical support for escalated customer issues related to the specialized module or feature
Drive 'virtuous cycle' of closing knowledge & documentation gaps
Act as an internal escalation point within GCS for highly complex issues
Regularly audit and maintain Knowledge Base articles (including the creation of new content as needed)
Enable cloud-level support team for new module features or updates
Serve as a cloud SME for the global team
Perform data analysis and provide insights to relevant stakeholders to improve module functionality and deflect support cases
Mentor and assist junior team members (P1-P4 specialists) in handling module-specific inquiries and issues
You Are
Possess in-depth overall knowledge of specific cloud & relevant technical skills with a Subject Matter Expert level in at least one module
Demonstrate a proven track record of resolving complex issues and the ability to provide advanced technical support
Demonstrate the ability to collaborate with and influence stakeholders across teams and multiple seniority levels
Be approachable, collaborative, and able to coach peers without managing
Exhibit strong organization skills & the ability to prioritize effectively
Advanced written communication skills including correspondence, documentation creation, and technical writing
Demonstrate extensive customer-facing experience
Be able to work independently/proactively seeking out solutions
Participate in the interview process for members of the cloud-level support team analysts
Able to influence peers and broader team through skillful thought leadership
BA/BS degree in a relevant field or equivalent practical experience
3-5+ years of relevant overall experience in relevant industry or organization
Exceptional OT knowledge (cloud specific) in relevant area
Extensive customer-facing experience. (enterprise support/customer-facing experience)
Proven track-record of handling escalations and solving complex technical issues
Excellent verbal and written communication skills across multiple levels of leadership and audiences of varying technical backgrounds
Strategic thinking, problem-solving, and decision-making capabilities
Strong entrepreneurial skills to excel in a complex and rapidly evolving environment
Current experience in trust intelligence space
Masters degree in a relevant field
Relevant certifications (CIPP/E, CIPM, CIPT, FIP, etc.)
Advanced level of experience with relevant tools (e.g. Salesforce, Gainsight, Microsoft Office)
Advanced or fluent level of multiple languages
#J-18808-Ljbffr