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About Us
Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization’s GRC practices so they can make better decisions, faster. No matter the challenge.
At Diligent, you are an agent of positive change. You are joining a team of passionate, smart, 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. Be a part of a global community on a mission to make a real impact.
Learn more at diligent.com.
Position Overview:
The Implementation Specialist II coordinates successful Diligent customer onboarding and training, and partners closely with the CSM client owner to help support long-term customer satisfaction, retention, expansion, and referral sales. The Implementation Specialist inspires, coaches, and develops Diligent’s new and expanding customers, to drive best practice product utilization and measure success against pre-defined metrics. This multi-faceted role works with cross-functional teams in Diligent to execute best practices for the implementation of Diligent’s products.
This role is supporting our 2:00 AM - 10:30 AM IST Time
Key Responsibilities
- Lead multiple concurrent product implementations, milestone activities and drive implementation activities to agreed timelines
- Set clear expectations and co-ordinate with all stakeholders on progress and status
- Identify and take action to meet client requirements and mitigate possible risks
- Collaborate with internal technical resources, training teams and Customer Success to empower and enable clients across the Diligent platform
- Report on and track implementation progress and know when to escalate
- Coordinate with internal resources to assist the client if needed, e.g., technical support teams
- Be the key point of contact for all stakeholders throughout the implementation process.Liaise with Sales to understand client requirements and drive implementation to meet these . Liaise with Customer Success to ensure the best post-Sales experience for your clients
- Consult with clients to enable their implementation journey, through outlining the process and working with them through each phase
- Engage with senior stakeholders at all levels, including Administrators, C-Suite and Directors
- Ability to convert implementation conversations to a potential lead generation as appropriate
Required Experience/Skills
- +3 years of relevant experience supporting customer implementations.
- Ability to successfully manage multiple clients and products in an organized and meticulous manner
- Act as liaison between multiple internal teams (sales operations, product, marketing, and sales)
- Ability to easily identify trends with data.
- Extensive experience in a professional, customer facing environment
- Excellent communication and interpersonal skills. Fluent English, both written and verbal
- Problem-solving skills & the ability to think innovatively
- Knowledge of project management frameworks
- Ability to communicate technical concepts to non-technical users
- Ability to work in a fast-paced environment and under pressure
- Self-directed with the ability to work independently and as part of a team
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, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few
- 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, Singapore, 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., Baltimore, London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney.
We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy and Know Your Rights. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at [email protected].
To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.
What We Do
Diligent is the leading GRC SaaS provider, serving nearly 1 million users from 25,000 organizations around the world. Our software enables holistic and informed conversations about governance, risk and compliance and ensures CEOs, CFOs and the board have an integrated view of audit, risk, information security, ethics and compliance from across the organization.
Our world-changing idea is to bring technology, insights and confidence to leaders so they can build more effective, equitable, and successful organizations – and create lasting, positive impact on the world. We seek to empower organizations to be better for their stakeholders and communities, for their customers and employees, for their bottom line.
Headquartered in New York, Diligent also has offices in Washington D.C., London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney.
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