Customer Success Advocate

2 weeks ago

Sydney, New South Wales, Australia Diligent Full time
About Us

Diligent is a global leader in modern governance, empowering leaders with technology, insights, and connections to drive greater impact and accountability.

We are passionate, smart, and creative people who want to make the world a more sustainable, equitable, and better place. Our world-changing idea is to empower leaders with the tools they need to succeed.

As a Customer Success Manager at Diligent, you will oversee a portfolio of accounts and ensure an amazing customer experience, as measured by NPS, net revenue retention, referrals, and product usage indicators. You will be the key contact point for the customer relationship on Diligent products, performing hands-on account management activities and collaborating with other team members to coordinate successful customer onboarding, training, and ongoing customer relationships.

Key Responsibilities:
  1. Renew and grow a set of customer accounts by proactively anticipating needs, recommending additional products and services, and providing an excellent customer experience as measured by revenue retention and customer product usage.
  2. Increase overall client satisfaction with Diligent measured through Net Promoter Score.
  3. Provide a seamless and 'best in class' customer experience through all phases of the customer lifecycle.
  4. Collaborate internally to be the voice of the customer across other departments.

Required Experience/Skills:
  1. 1-3 years experience building and maintaining strong direct client relationships.
  2. Some experience in enterprise level account management is desirable.
  3. Excellent communication and presentation skills, with the ability to manage multiple stakeholders.

What Diligent Offers You:
  1. A flexible work environment.
  2. Comprehensive health benefits.
  3. Meeting free days.
  4. Generous time off policy.

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