Customer Success Specialist

Position Overview:

We are looking for a motivated fresher to join our team in an entry-level position. This role is ideal for someone starting their career and looking to build a strong foundation in product operations, data accuracy, and cross-functional collaboration. As an Associate, you will be responsible for assisting in the activation and management of customer accounts, ensuring accurate entitlements based on purchased products, and supporting internal teams such as Sales and Customer Success.

Shift Timing: 6:30 pm IST - 3:30 am IST

Key Responsibilities

• System Familiarization:

Gain working knowledge of internal systems such as Salesforce.com, entitlement platforms, and internal communication tools through training and on-the-job learning.

• Documentation & Record Keeping:

Assist in maintaining accurate records of entitlement actions, customer data, and internal communications in accordance with company standards.

• Task Prioritization:

Manage daily tasks with close supervision, learning to prioritize assignments based on urgency, impact, and business needs.

• Opportunity & Product Entitlement Management:

Review and process customer opportunities related to the Diligent suite of products. Accurately input entitlement details into Salesforce and other internal tools, ensuring correct setup aligned with contractual terms.

• Customer Account Activation:

Lead the end-to-end activation of customer accounts, ensuring entitlements are provisioned accurately and promptly based on the purchased products and services.

• Salesforce Data Integrity:

Perform routine audits and data quality checks to ensure completeness, consistency, and accuracy of customer and contract records in Salesforce.

• Ad Hoc Project Management:

Support various projects including the rollout of new solutions, process improvements, and system enhancements related to product entitlement workflows.

Required Experience/Skills

• Strong academic qualifications (bachelor’s degree in business administration, marketing or a related field/B. Tech/B. E)
• Good working knowledge of advanced excel.
• Strong attention to detail and ability to handle repetitive tasks with accuracy.
• Demonstrated ability to respond promptly to inquiries and requests from internal teams.
• Excellent time management skills to meet deadlines and manage competing priorities effectively.
• Good verbal and written communication skills to interact with team members and stakeholders.
• Ability to adapt changes in processes and systems in a dynamic business environment.

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.

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 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. We are 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 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.