Onboarding Specialist

**About Us**

Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members to clarify risk and elevate governance. The Diligent One Platform gives practitioners, the C-Suite and the board a consolidated view of their entire GRC practice so they can more effectively manage risk, build greater resilience and make better decisions, faster.

At Diligent, we're building the future with people who think boldly and move fast. Whether you're designing systems that leverage large language models or part of a team reimaging workflows with AI, you'll help us unlock entirely new ways of working and thinking. Curiosity is in our DNA, we look for individuals willing to ask the big questions and experiment fearlessly - those who embrace change not as a challenge, but as an opportunity. The future belongs to those who keep learning, and we are building it together. At Diligent, you're not just building the future - you're an agent of positive change, joining a global community on a mission to make an impact.

**Position Overview**:
As an Onboarding Specialist I, you will work as part of the global Customer Success Team, with the expectation to deliver outstanding experiences during the client's onboarding journey. You will collaborate cross functionally with Customer Success, Marketing, Sales, and Product and own the critical early phase of the client lifecycle. You will oversee the client's technical enablement and deliver initial training to ensure early product adoption. You will be responsible for understanding each client's business requirements and tailoring their onboarding and training, with the goal of helping them realize the quickest time-to-value and a strong return on their investment.

This is a fantastic opportunity to develop your career in rewarding and meaningful ways as you interface directly with Directors, Executives, Administrators, Corporate Legal Counsel, and IT teams at top global companies and Federal, State & Local Government agencies.

**Key Responsibilities**:

- Manage the Client Onboarding Experience: Serve as primary contact, develop tailored onboarding plans, coordinate with cross-functional teams, monitor progress, and address challenges.
- Provide Initial Product Training: Provide product instruction during the initial stage of the client's onboarding process in coordination with the account's Customer Success Manager.
- Drive Early Product Adoption: Assess client requirements, customize onboarding/training sessions, provide insights, and iterate strategies based on feedback
- Manage Product Setup and Configuration: Guide clients through the initial setup process, including configuring accounts and software settings to align with their requirements.
- Understand and Document Client Milestones: Fully understand client objectives, document milestones, and collaborate with Customer Success Managers and Training Specialists to help ensure seamless client journey progression.
- practice product usage during client onboarding, aligning common governance-related tasks with product capabilities to help drive full value realization.
- Seek, Monitor, and Escalate Feedback: Monitor client survey feedback to assess the effectiveness of the onboarding experience, leverage the feedback to continuously improve the experience, and relay client product suggestions to help the company continue to enhance its product offerings

**Required Experience/Skills**
- 1-3 years of technical or account management experience in client-facing roles, such as SaaS/software onboarding, Customer Success, or Customer Support.
- Bachelor's degree or equivalent experience in a relevant discipline preferred.
- Experience in strategic planning, goal setting, and performance measurement frameworks.
- Resilience in adapting to change and ability to thrive in a fast-paced environment with tight deadlines and complex challenges.
- Proven dedication to project ownership, collaboration, and follow-through.
- Strong focus on the client experience with a commitment to delivering exceptional client satisfaction.
- Excellent personal organizational skills to ensure client commitments are consistently met.
- Self-motivated, with the ability to function in core responsibilities with mínimal guidance, while setting priorities among competing objectives.
- Strong English language proficiency with outstanding written communication and verbal communication skills.

**Desired Experience/Skills**:

- Experience with corporate governance, corporate legal teams, or entity management as 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, global days of service, comprehensive health benefits, meeting free days, ge