Implementation Specialist II

The Company 

Diligent is the world’s largest GRC SaaS provider, serving nearly 1 million users from 25,000 organizations around the world. Our software enables holistic and informed conversations about governance, risk and compliance and ensures CEOs, CFOs and the board have an integrated view of audit, risk, information security, ethics and compliance from across the organization. 

Our world-changing idea is to bring technology, insights and confidence to leaders so they can build more effective, equitable, and successful organizations – and create lasting, positive impact on the world. We seek to empower organizations to be better for their stakeholders and communities, for their customers and employees, for their bottom line. 

Headquartered in New York, Diligent also has offices in Washington D.C., London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney. 

Position Overview 

As an Implementation Specialist, you will work cross functionally with Customer Success, Marketing, Sales, Development and Product Management to define and drive strategy for successful onboarding and own the critical early phase of the customer lifecycle, onboarding Diligent new clients. You will be responsible for rapidly understanding each client’s business requirements, providing best practice product configuration and process recommendations and driving them to realise a fast time-to-value from their investment. 

This is an opportunity to bring your extensive experience as a consultant, implementation expert, project manager, business analyst and client success professional along with a high level of curiosity and focus to a rapidly growing business. 

Key Responsibilities: 

Implementation & Project Management 

• Manage a portfolio of enterprise customer onboardings with technical SaaS software product deployments to successful outcomes, accelerating Time to Value, growing and retaining customers 

• Facilitate calls and Zoom presentations to drive onboarding and enablement, internally and externally 

• Utilize project management methodology to ensure key milestones and dependencies, including work owners, are clearly documented and executed against 

• Facilitate requirements gathering and documentation, including business process flows 

• Convert project scope into development deliverables 

• Product configuration and testing, as well as functional and technical deployment 

• Design and continually improve processes and materials that enhance efficiency and customer experience during onboarding 

Consulting  

• Coordinate effectively all stakeholders to drive desired outcomes 

• Monitor and advise on program strategy and process compliance 

• Product configuration and testing, as well as functional and technical deployment of new configuration or functionality and track pre-agreed KPIs 

• Liaise with client stakeholders and product management to translate business requirements into functionality solution 

• Deliver training and workshops to enable clients on key product functionality and best practices 

• Drive system adoption through the creation of process documentation and conducting end user training 

Client Management 

• Strong customer focus on service, satisfaction, enablement and success 

• Create an exceptional client experience, acting as a strategic client partner, addressing both long and short-term technology and program needs 

• Define and track key performance indicators for customer onboarding process 

• Act as the client communication lead 

• Act as the first point of escalation and escalate to management for resolution, as needed. 

• Understand and document client stakeholder roles & hierarchy within a detailed account to ensure successful transitions to the Customer Success Manager team after onboarding 

Support 

• Liaise with client end users, support and other Diligent functional teams (engineering, operations, product management) to diagnose and resolve technical or service delivery issues 

• Contribute to the creation and editing of key documentation (tutorials, help, best‐practice) to support clients 

Required Experience/Skills: 

• 3+ years of implementing SaaS software solutions using project management methodologies 

• 3+ years of experience experience in a customer-facing and/or consultative environment 

• Excellent verbal and written communication and interpersonal skills 

• Ability to communicate technical concepts to non-technical users 

• Ability to work with end-user customers directly in a courteous and professional manner 

• Ability to work in a fast-pace environment, under pressure and prioritize multiple tasks 

• Self-directed, proactive, strong problem solving/troubleshooting, analytical and critical thinking skills