JOB DESCRIPTION: Implementation Specialist

Location: North America

Employee Status: Permanent Full-Time

The Company

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.

Position Overview

The Implementation Specialist 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 is a fantastic opportunity to interface directly with Directors and Executives of top companies in North and South America, and other large multi-national companies, as well as Corporate Legal Counsel/Administration, and IT project teams.

Key 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.

Required Experience/Skills:

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.

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.

Experience with corporate governance, corporate legal teams, or entity management a plus.

At Diligent, we offer a varied, challenging and rewarding working environment. Our holistic suite of employee benefits including a competitive salary, discounted health insurance, wellbeing initiatives and salary protection.