Implementation Specialist I - German

About Diligent:

Diligent is a leading governance, risk and compliance (GRC) SaaS company that gives organizations the tools and solutions they need to bring clarity to complex risk, elevate impactful insights and get ahead of a world that is constantly changing.. Every day we directly impact how many of the world’s most influential leaders guide their organizations.  

At Diligent, we believe in a world where transformational leaders can build more successful, equitable and sustainable organizations. One million users and more than 700,000 board members and leaders rely on Diligent software to connect insights across governance, risk, compliance, audit and ESG to drive greater impact and lead with purpose. 

Over the last 5 years, we have seen incredible growth, tripling in headcount size and growing from $300M ARR to $600M ARR. We have acquired ~20 companies since 2018, and have moved from a single-point solution, to the market leading enterprise platform. 2024 is the year for our Bangalore team to see super exciting growth, in just under 2 years we have grown from 100 to 350 employees and will expect to double in size over the next year.  

Position Overview:

The Implementation Specialist coordinates successful Diligent customer onboarding and training, and partners closely with the CSM client owner to help support long-term customer satisfaction, retention, expansion, and referral sales. The Implementation Specialist inspires, coaches, and develops Diligent’s new and expanding customers, to drive best practice product utilization and measure success against pre-defined metrics.

This multi-faceted role works with cross-functional teams in Diligent to execute best practices for the implementation of Diligent’s products. This is a fantastic opportunity to interface directly with Directors and Executives of companies in the APAC region, as well as Corporate Legal Counsel/Administration, and IT project teams.

Shift: EMEA/APAC

 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. You will own the client relationship for the first 30-90 days, or until onboarding is completed.
• Provide customer feedback on Modules to assist in the continuous improvement of Diligent products.
• Manage day to day administrative client requests as required such as adding and removing users and site setting changes.
• Collaborate with colleagues to improve processes and best practices for the implementation and customer training of Diligent’s Governance products: including board collaboration and entity management.

Required Experience/Skills 

• Strong technical and account management experience, with a proven track record in SaaS/software implementation management, or software/SaaS customer success/support.
• A desire to collaborate, with a deep understanding of the technology behind SaaS.
• Excellent Project Management experience.
• Outstanding written and verbal communication skills.
• Strong presentation skills and experience working with C-Level Executives and Directors.
• Superb personal organizational skills to ensure all client commitments are met.
• Experience with corporate governance, corporate legal teams, or entity management a plus.

 Preferred Experience/Skills 

 A strong customer focus with the ability to deliver extremely high levels of customer satisfaction.

Good Communication in German/French (Read, Write & Speak)