Customer Success Manager
hace 5 días
**Guadalajara, Mexico**
**Aeries /**
**Payroll**
**/ Hybrid**
**Customer Success Manager**
**About Us**:
- Diligent is the leading governance, risk, and compliance (GRC) SaaS company, serving 1 million users from over 25,000 organizations worldwide. 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. Diligent is looking for a highly professional and motivated individual to coordinate successful customer on-boarding, training, and ongoing customer relationships to ensure long-term satisfaction, retention, product engagement, and growth.
- proven success in partnering directly with leaders of large multi-national companies in solving their governance
- challenges using our product offerings.
**Key Responsibilities**:
- Remain in constant contact with the customer to evaluate satisfaction and proactively identify upcoming needs, including identifying expansion of the use of Diligent’s products and services to then be passed to the Expansion Sales team.
- Provide an excellent customer experience for all accounts, by anticipating and resolving customer issues and maintaining customer accounts/systems in a manner that exceeds customer expectations.
- Coordinate with technical personnel as needed to meet customer needs, while managing customer expectations to prevent overload or missed deadlines.
- Provide customer feedback on solutions to assist in continuous improvement of the Diligent products.
- Ability to successfully manage multiple clients and products in an organized and meticulous manner.
- Ability to step in and assist with Director, Customer Success responsibilities when needed to assist the team and to report up to the management.
- Act as liaison between multiple internal teams (services, sales operations, marketing, and sales)
- Assist in coaching, mentoring, and talent development of the broader Customer Success team.
**Required Experience/Skills**:
- Experience in account management, sales, or technical project management.
- Track record of over-achieving quota
- A passion for collaboration and a deep understanding of the technology involved in SaaS.
- Excellent Project Management expertise and experience.
- Outstanding communication skills, both written and verbal.
- Strong Presentation skills and experience working with C-Level Executives and Directors.
- Strong technical focus and detailed knowledge of Microsoft Office Applications.
- Superb personal organizational skills to ensure all client commitments are met.
- Customer focused. Able to deliver extremely high levels of customer satisfaction.
- Able to perform well in the face of tight deadlines and tough technical and organizational challenges.
- Reasonable travel is required.
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