Customer Success Specialist

21 hours ago

Bengaluru, Karnataka, India Diligent Corporation Full time US$ 80,000 - US$ 1,20,000 per year

Position Overview

The Customer Success Specialist – Data Migration plays a critical role in ensuring smooth, accurate, and timely transitions of customer data from legacy systems (e.g., BoardDocs) to the Community platform. This role requires strong analytical skills, attention to detail, and cross-functional collaboration with Product, Engineering, Implementation, and Advisory Services teams. It also demands a proactive approach to improving migration processes, supporting client transitions, and ensuring service continuity in a high-impact environment.

Key Responsibilities

  • Collaborate with Product and Engineering teams to resolve data mapping challenges, identify platform limitations, and improve the migration experience.
  • Partner with Implementation and Advisory Services teams to scope, plan, and execute data migrations that align with customer expectations and timelines.
  • Analyse and prepare source data to ensure structural accuracy and correct mapping to the Community platform.
  • Use HTML and CSS to verify and adjust content formatting during the migration process.
  • Manage the end-to-end migration lifecycle, ensuring data integrity, security, and minimal disruption to customers.
  • Conduct thorough post-migration validation and quality assurance to confirm successful delivery.
  • Support key phases of the client transition process by performing account checks, setting up entitlements, and ensuring data is accurately reconciled to maintain seamless service continuity.
  • Proactively identify and address risks, document issues or gaps, and suggest solutions in a fast-paced, client-sensitive environment where accuracy and attention to detail are critical.
  • Maintain clear documentation of workflows, mappings, and lessons learned for continuous improvement.
  • Contribute to process enhancements and support efforts to streamline and automate repetitive tasks where possible.

Required Experience & Skills

  • 1–3 years of experience in a customer-facing or technical role, preferably with exposure to data or content migrations.
  • Proficiency in HTML and CSS to support content formatting and consistency.
  • Strong data analysis and manipulation skills using Microsoft Excel, including advanced formulas and Power Query.
  • Excellent communication and collaboration skills to work effectively with cross-functional teams.
  • Strong organizational skills and the ability to manage multiple migration projects simultaneously.
  • A proactive, detail-oriented mindset with a focus on accuracy and risk management.
  • Adaptability to evolving tools, processes, and customer needs.

Preferred Qualifications

  • Experience in SaaS, EdTech, or public sector environments.
  • Familiarity with tools such as Jira, Confluence, or similar platforms.
  • Awareness of data privacy, compliance, and governance principles related to migrations.

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