Diligent is the pioneer in modern governance. We empower leaders to turn governance into a competitive advantage through unparalleled insight and highly secure, integrated SaaS applications, helping organizations thrive and endure in today’s complex, global landscape. The largest global network of corporate directors and executives, Diligent is relied on by more than 19,000 organizations and nearly 700,000 leaders in over 90 countries. With award-winning customer service, Diligent serves more than 50% of the Fortune 1000, 70% of the FTSE 100, and 65% of the ASX. Our passionate, smart, and creative group of more than 1,000 employees support customers around the globe.
As a Customer Implementation Specialist, you will work cross functionally with Customer Success, Marketing, Sales and Products 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 realise 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.
Effectively engage with the Training team to enable training and workshops.
Deliver presentations and “getting started” content to enable customers
Define and track key performance indicators for customer onboarding process
Work with Sales and other Customer Success teams to ensure active communication
Engage in customer calls and WebEx presentations to drive onboarding and enablement
Strong customer focus on service, satisfaction, enablement and success
What you’ll need
2+ years of cross-functional program management experience required.
2+ years of experience in a customer-facing and/or consultative environment
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