About Us
Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization's GRC practices so they can make better decisions, faster. No matter the challenge.
At Diligent, you are an agent of positive change. You are joining a team of passionate, smart, creative people who not only want to help build thesoftware companyof the future, but who want to make the world a more sustainable, equitable and better place.Be a part of a global community on a mission to make a real impact.
Learn more at diligent.com.
Position Overview:
The Implementation Team Lead will develop and successfully execute on Diligent's product customer onboarding and implementation strategy before handing off the relationship to CSMs to ensure long-term customer satisfaction, retention, expansion and referrals. The incumbent will also lead, inspire, coach and develop a team of Implementation Specialists, to drive best practice and measure success against pre-defined metrics such as CSAT and product engagement.
This multi-faceted role works with cross-functional teams in Diligent to define, execute and measure best practices for the implementation of Diligent's products. This is a fantastic opportunity to interface directly with Directors and C -Suite Executives of Fortune 500 companies, and other large multi-national companies, as well as Corporate Legal Counsel/Administration, and IT project teams.
Key Responsibilities
- In conjunction with the Implementation Manager, define the Implementation strategy, processes and best practices to ensure successful implementation of Diligent's products.
- Define metrics and goals and build a regular reporting cadence to measure progress against Company targets.
- Oversee the Implementation team approach in onboarding Diligent product customers.
- Lead, inspire and coach a team of Implementation Specialists to be the best that they can be and build a high performing team culture.
- Act as a subject matter expert for best-practice produce usage, implementation and onboarding of Diligent customers.
- Act as an escalation point for Customers on Implementation related issues, assisting Commercial teams with product implementations as required.
Required Experience/Skills
- Educated to degree level or the equivalent in a relevant discipline such as business management or IT.
- Strong leadership skills with an ability to inspire, coach and build a high performing culture.
- Experience in setting strategy, developing team goals and building a cadence framework to measure performance.
- Strong technical and account management experience, with a proven track record in SaaS/software implementation management, or software/SaaS customer success/support.
- Strong presentation skills and experience working with C-Level Executives and Directors.
- Resilient with an exceptional ability to perform well in the face of tight deadlines and tough technical and organizational challenges.
Preferred Experience/Skills
- A desire to collaborate, with a deep understanding of the technology behind SaaS.
- Superb personal organizational skills to ensure all client commitments are met.
- A strong customer focused with the ability to deliver extremely high levels of customer satisfaction.
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, generous time off policy and wellness programs to name a few
- 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, Singapore, 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., Baltimore, London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney.
We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy and Know Your Rights. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at [Confidential Information].
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.
