Implementation Specialist I

2 weeks ago

Bengaluru, Karnataka, India Diligent 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.

The Implementation Specialist coordinates successful Diligent customer onboarding and training, partnering closely with the CSM client owner to support long-term customer satisfaction, retention, expansion, and referral sales.

This multi-faceted role works with cross-functional teams in Diligent to execute best practices for the implementation of Diligent's products. The Implementation Specialist inspires, coaches, and develops Diligent's new and expanding customers, driving best practice product utilization and measuring success against pre-defined metrics.

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.
  • Provide customer feedback on modules to assist in the continuous improvement of Diligent products.

Requirements

  • Strong technical and account management experience, with a proven track record in SaaS/software implementation management, or software/SaaS customer success/support.
  • Excellent project management experience.
  • Outstanding written and verbal communication skills.
  • Strong presentation skills and experience working with C-Level executives and directors.

What Diligent Offers You

  • Creativity is ingrained in our culture. We are innovative collaborators by nature, thriving in exploring how things can be differently in our internal processes and to help our clients.
  • We care about our people, offering flexible work environments, global days of service, comprehensive health benefits, meeting-free days, generous time off policies, and wellness programs.
  • 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, empowering leaders with the technology, insights, and connections they need to drive greater impact and accountability – to lead with purpose.

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