Implementation Specialist

**About Us**

Diligent is the leading governance, risk and compliance (GRC) SaaS company, serving 1 million users from over 25,000 organizations around the world. 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.

**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.
- 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.

**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, competitive vacation policy and meeting-free days across the company. We care about our team's health and wellness and even offer a quarterly health club reimbursement
- **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, 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., London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney.

**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.