- 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 companies in the APAC region, as well as Corporate Legal Counsel/Administration, and IT project teams.
- Shift: EMEA/APAC
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.
- Experience with corporate governance, corporate legal teams, or entity management a plus.
Preferred Experience/Skills
- 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.
