Implementation Specialist

Implementation Specialist

Immediate start

About Us

Diligent is the leading governance, risk and compliance (GRC) SaaS company, serving 1 million users from over 25,000 organizations around the world. Our software enables holistic and informed conversations about GRC and ESG to ensure CEOs, CFOs and the board have an integrated view of audit, risk, information security, ethics and compliance from across the organization.

The Role

As a Customer Implementation Specialist, you will work cross functionally with Customer Success, Marketing, Sales and Product to define and drive strategy for successful onboarding and own the critical early phase of the customer lifecycle, onboarding Diligent new clients. You will be responsible for rapidly understanding each client’s business requirements and driving them to realize a fast time-to-value from their investment.

This is an opportunity to bring your extensive experience as a consultant, implementation expert, project manager, business analyst and client success professional along with a high level of curiosity and focus to a rapidly growing business.

What you’ll do

  • Project manage a portfolio of enterprise customer onboardings to successful outcomes, accelerating Time to Value, growing and retaining customers
  • Collaborate with internal technical resources, customer training and Customer Success to empower and train customers to use our Diligent platform and powerful features as efficiently as possible.
  • Coordinate effectively all stakeholders to drive desired outcomes
  • Help drive early adoption and track pre-agreed KPIs
  • Understand and document client stakeholder roles & hierarchy within a detailed account to ensure successful transitions to the Customer Success Manager team after onboarding.
  • Design and continually improve processes and materials that enhance efficiency and customer experience during onboarding
  • Engage in customer calls and WebEx presentations to drive onboarding and enablement
  • Strong customer focus on service, satisfaction, enablement and success

What you need to succeed

  • 2+ years of experience in a customer-facing and/or consultative environment
  • Project management skills
  • Excellent verbal and written communication and interpersonal skills
  • Ability to communicate technical concepts to non-technical users
  • Ability to work with end-user customers directly in a courteous and professional manner
  • Ability to work in a fast-pace environment, under pressure and prioritize multiple tasks
  • Self-directed, proactive, strong problem solving/troubleshooting skills

What Diligent Offers You

  • Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients
  • We care about our people. Diligent offers a flexible work environment, competitive vacation policy and meeting-free days across the company. We care about our team’s health and wellness and even offer a quarterly health club reimbursement!
  • We have teams all over the world . We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, and Sydney.
  • Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.

Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place.

Headquartered in New York, Diligent has offices in Washington D.C., London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney.

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