Director of Client Success

3 weeks ago

Sydney, New South Wales, Australia Diligent Corporation Full time

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 the software company of 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

Diligent is looking for an experienced Director to join the team and manage a team of Client Success Advisors to drive adoption and retention and identify areas for expansion within our platform. This position will leverage our GTM, and value drivers established through combining people, process, and technology. The Director of Client Success Advisors role is key to Diligent's Customer Success retention strategy.

Key Responsibilities

  • Lead, inspire, and mentor a team of Client Success Advisors to drive client retention and expansion within Diligent's suite of products and services
  • Provide guidance, support, and ongoing enablement training to ensure the team achieves its retention targets
  • Track, analyze, and report on key performance metrics related to client adoption retention, and at-risk clients
  • Develop and implement strategies to drive successful implementation, adoption, and retention of products
  • Demo product functionality, provide general product training, and educate clients on best practices for configuring, customizing, and optimizing the functionality of the GRC platform and modules to align with clients' business processes and objectives
  • Conduct in-depth assessments of clients' GRC requirements, objectives, and challenges to recommend tailored solutions to address their business needs and goals
  • Ensure proper understanding and adoption of the platform solutions to identify at-risk clients and help increase usage of the software and modules
  • Partner closely with internal Product, Customer Success, Support, and Sales teams to drive continuous improvement of the platform based on client use cases
  • Monitor industry trends, regulatory developments, and emerging best practices in the GRC landscape to proactively share insights and recommendations with clients from a subject matter expert perspective.

Required Experience/Skills

  • Adaptive mindset and ability to drive out a meaningful path to how our customers see tangible business value.
  • Ability to build relationships both internally and externally to understand the underpinning needs of Diligent in terms of delivering proposed business value.
  • Minimum of 12 years of experience in a client-facing role within the legal, audit, risk, or compliance industry
  • Understanding of GRC domain, regulations, industry standards, as well as experience with software solutions and platforms
  • Excellent communication and interpersonal skills, with the ability to effectively engage with clients and stakeholders at all levels within an organization and translate technical concepts into business terms
  • Strong analytical and problem-solving abilities, with the capacity to assess complex business challenges and develop solutions that drive value and automation for clients
  • Highly organized and detail-oriented, with the ability to manage multiple client engagements concurrently and prioritize tasks in a fast-paced environment

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 recruitment@diligent.com.

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.

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