Diligent is hiring a
Implementation Specialist

Summary

Join a team of passionate and creative people at Diligent, the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit, and ESG. As an Implementation Specialist, you will coordinate successful customer onboarding and training, partner with CSM client owners to support long-term customer satisfaction, retention, expansion, and referral sales.

Requirements

• Strong technical and account management experience, with a proven track record in SaaS/software implementation management, or software/SaaS customer success/support
• A desire to collaborate, with a deep understanding of the technology behind SaaS
• Excellent Project Management experience
• Outstanding written and verbal communication skills
• Strong presentation skills and experience working with C-Level Executives and Directors
• Superb personal organizational skills to ensure all client commitments are met
• Experience with corporate governance, corporate legal teams, or entity management a plus

Responsibilities

• Work closely with the Services, Training, and Support team to deliver a seamless onboarding experience for Diligent customers
• Ensure client sites are configured to contract specifications and clients can confidently utilize products
• Act as a subject matter expert for best-practice product usage
• Follow up with customers on Diligent product utilization and provide ongoing care to customers to optimize the use of Diligent products
• Remain in constant contact with the customer throughout the onboarding phase, ensuring adoption and satisfaction with the product. You will own the client relationship for the first 30-90 days, or until onboarding is completed
• Provide customer feedback on Modules to assist in the continuous improvement of Diligent products
• Manage day to day administrative client requests as required such as adding and removing users and site setting changes
• Collaborate with colleagues to improve processes and best practices for the implementation and customer training of Diligent’s Governance products: including board collaboration and entity management

Preferred Qualifications

• A strong customer focus with the ability to deliver extremely high levels of customer satisfaction
• Resilient with an exceptional ability to perform well in the face of tight deadlines and tough technical and organizational challenges

Benefits

• Comprehensive health benefits
• Meeting free days
• Generous time off policy
• Wellness programs