Diligent is a leader in governance, risk and compliance SaaS solutions, serving over 1 million users. The Customer Success Manager I is responsible for overseeing a portfolio of accounts, ensuring excellent customer experiences, and collaborating with teams to enhance customer satisfaction and retention.
Responsibilities
- Renew and grow a set of customer accounts by proactively anticipating needs, recommending additional products and services and providing an excellent customer experience as measured by revenue retention and customer product usage
- Increase overall client satisfaction with Diligent measured through Net Promoter Score
- Provide a seamless and ‘best in class’ customer experience through all phases of the customer lifecycle - coordinating with the client implementation and project teams, administrative staff, IT Team, and users of the Diligent application/s
- Collaborate internally to be the voice of the customer across other departments, including with the sales, expansion, services, marketing, finance, customer transactions and operations teams
- Be heavily intertwined with the Expansion Sales team in spotting, qualifying and passing on expansion leads
- Facilitation alongside the Implementation team of Diligent’s product and modules with senior stakeholders to the client including C-Suite and Directors
- Build and maintain strong direct client relationships with key stakeholders & retain those relationships
- Seek out client advocacy related initiatives
Skills
- Up to 3 years of experience required
- Fluency in additional languages to English are desirable
- Build and maintain strong direct client relationships with key stakeholders & retain those relationships
- Seek out client advocacy related initiatives
- Experience in enterprise level account management (preferably in SAAS) is desirable
- Experience in sales CRM applications such as Salesforce
- Excellent communication and presentation skills, with the ability to manage multiple stakeholders
- Strong problem-solving ability, with a natural curiosity around the client's business needs
- High level of resilience and a positive attitude when faced with adversity
- Passionate about technology with a solution-centric mindset
Benefits
- Flexible work environment
- Global days of service
- Comprehensive health benefits
- Meeting free days
- Generous time off policy
- Wellness programs
Company Overview
Diligent is the largest GRC SaaS provider, with 1M users, across 23,000 organizations, valued at $7B+ and $500 million+ in revenue. It was founded in 2001, and is headquartered in New York, New York, USA, with a workforce of 1001-5000 employees. Its website is http://diligent.com.
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