Customer Success Manager
Diligent Corporation
Washington DC, District Of Columbia
6d ago

The Company

Diligent is the pioneer in modern governance. We empower leaders to turn governance into a competitive advantage through unparalleled insight and highly secure, integrated SaaS applications, helping organizations thrive and endure in today’s complex, global landscape.

The largest global network of corporate directors and executives, Diligent is relied on by more than 16,000 organizations and 650,000 leaders in over 90 countries.

With award-winning customer service, Diligent serves more than 50% of the Fortune 1000, 70% of the FTSE 100, and 65% of the ASX.

Our passionate, smart, and creative group of more than 1,000 employees support customers around the globe from offices in New York, London, Washington, DC, Amsterdam, Sydney, Christchurch, and Charlotte, NC.

New York, London, Washington, DC, Amsterdam, Sydney, Christchurch, and Charlotte, NC. Position Overview

Diligent is looking for a highly professional and motivated individual to coordinate successful customer onboarding, training and ongoing customer relationships to insure long-

term satisfaction, upgrades, add-on sales and referral sales. The successful candidate will be very comfortable articulating information and concepts both in-

person and via telephone / email to virtually every level of corporate hierarchy. This position requires the Customer Success Manager to interface directly with Directors and Executives of Fortune 500 companies, and other large multi-

national companies, as well as Corporate Legal Counsel / Administration, and IT project teams.

  • Provide an excellent customer experience for all accounts, by anticipating and resolving customer issues in a manner that exceeds customer expectations.
  • Seamless project management through all phases of the customer relationship - coordinating with the client project team, administrative staff, IT Team, and most importantly, the users of the Diligent Boards application : Board Directors and Corporate Executives.
  • Remain in constant contact with the customer to evaluate satisfaction and proactively identify upcoming needs, including expansion of use of Diligent’s products and services.
  • Coordinate with technical personnel as needed to meet customer needs, while managing customer expectations to prevent overload or missed deadlines.
  • Provide customer feedback on the Diligent Boards solution in order to assist in continuous improvement of the Diligent products.
  • Maximise revenue growth via upsell / cross-sell of the product and various modules into different areas of the client’s business.
  • Required Experience / Skills :

  • 5+ years’ experience in account management, sales, or technical project management.
  • Track record of over-achieving quota
  • A passion for collaboration and a deep understanding of the technology involved in SaaS.
  • Excellent Project Management expertise and experience.
  • Outstanding communication skills, both written and verbal.
  • Strong Presentation skills and experience working with C-Level Executives and Directors.
  • Strong technical focus and detailed knowledge of Microsoft Office Applications.
  • Superb personal organizational skills to ensure all client commitments are met.
  • Customer focused. Able to deliver extremely high levels of customer satisfaction.
  • Able to perform well in the face of tight deadlines and tough technical and organizational challenges.
  • Potential travel of up to 50%.
  • Bachelor’s degree.
  • Experience in finance accounting environment (priority for CPA with knowledge in US GAAP).
  • Experience in legal / paralegal environment nice to have.
  • Physical Requirements

  • Ability to type and / or manage laptop or personal computer keyboard for the purpose of internal and external electronic communication.
  • Ability to see and hear and communicate verbally
  • Mental Requirements

  • Ability to understand, remember and apply oral and / or written instructions or other information
  • Ability to understand complex problems and to collaborate and explore alternative solutions
  • Ability to make decisions which have moderate to significant impact on the immediate team and division and stakeholders / colleagues and be able to monitor that impact
  • FSLA Status : Exempt

    Diligent offers a competitive compensation and benefits package, including health, vision, dental, 401k with a strong match, health club reimbursement and much more.

    We are a drug free workplace, and an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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