Account Manager - Client Success

About Us

Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members to clarify risk and elevate governance. The Diligent One Platform gives practitioners, the C-Suite and the board a consolidated view of their entire GRC practice so they can more effectively manage risk, build greater resilience and make better decisions, faster. 

Learn more at diligent.com or follow us on LinkedIn and Facebook

Position Overview 

Diligent is looking for an experienced Lead Client Success Advisor to join the team and work on Key accounts 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. If you are anything like the talented Client Success Advisors at Diligent then this feeling you have, might be the desire to serve others- but you are blinded by the limits placed on you in your current role. The Lead Client Success Advisor role is key to Diligent’s Customer Success retention strategy. 

Key Responsibilities  

• Develop and execute strategic account plans and roadmaps to drive client retention and expansion within Diligent’s suite of products and services 
• Serve as a subject matter expert on our GRC products and services and their features, functionalities, and capabilities 
• Establish as solution lead for the respective product line and orchestrate product overview sessions, 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 
• Identify and manage success metrics tailored to each customer and drive accountability within business reviews both internally and externally 
• Orchestrate seamless handovers through the customer journey from presales, professional services, and customer success, ensuring knowledge retention of critical information related to business objectives and success criteria 
• Conduct in-depth assessments of clients’ GRC requirements, objectives, and challenges to recommend tailored solutions to address their business needs and goals 
• Demonstrate effective understanding of adoption of the platform solutions to identify at-risk clients and evangelise the usage of the solutions 
• 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  

• Self-starter mindset and ability to establish/apply a framework of how our customers identify and realise business value. 
• Ability to establish and strengthen relationships within a matrix-organisation that drive cohesiveness towards a collective set of objectives and key results (OKRs) 
• Minimum of 12 years of experience in a client-facing role withing the legal, audit, risk, or compliance industry 
• Understanding of GRC domain, regulations, industry standards, as well as experience with software solutions and platforms 
• Ability to provide strategic advisory and functional level guidance to client solution champions that align to client business objectives 
• Extensive experience in implementing or leading implementation teams of risk, audit, or analytics solutions 
• 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 
• Willingness to travel to client sites 

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.,  London, Galway, Budapest, Vancouver, Bengaluru, Munich, Singapore and Sydney.   To foster strong collaboration and connection, this role will follow a hybrid work model. If you are within a commuting distance to one of our Diligent office locations, you will be expected to work onsite at least 50% of the time. We believe that in-person engagement helps drive innovation, teamwork, and a strong sense of community.

_{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.}