Director of Client Success Advisory

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. Our mission is to empower leaders with the technology, insights, and connections they need to drive greater impact and accountability – to lead with purpose.

Job Overview

We are seeking an experienced Director to join our 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.

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.
  • Demonstrate 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.

Requirements

  • 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 We Offer

  • Creativity is ingrained in our culture. We are innovative collaborators by nature.
  • 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.
  • 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.

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