Director, Client Success Advisory

Position Overview

Diligent is looking for an experienced Director to join the team and manage a team of Client Success Advisors to drive adoption and retention and identify areas for expansion within our platform. This position will leverage our GTM, and value drivers established through combining people, process, and technology. The Director of Client Success Advisors role is key to Diligent's Customer Success retention strategy.

Key Responsibilities

• Lead, inspire, and mentor a team of Client Success Advisors to drive client retention and expansion within Diligent's suite of products and services
• Provide guidance, support, and ongoing enablement training to ensure the team achieves its retention targets
• Track, analyze, and report on key performance metrics related to client adoption retention, and at-risk clients
• Develop and implement strategies to drive successful implementation, adoption, and retention of products
• Demo product functionality, provide general product training, and educate clients on best practices for configuring, customizing, and optimizing the functionality of the GRC platform and modules to align with clients' business processes and objectives
• Conduct in-depth assessments of clients' GRC requirements, objectives, and challenges to recommend tailored solutions to address their business needs and goals
• Ensure proper understanding and adoption of the platform solutions to identify at-risk clients and help increase usage of the software and modules
• Partner closely with internal Product, Customer Success, Support, and Sales teams to drive continuous improvement of the platform based on client use cases
• Monitor industry trends, regulatory developments, and emerging best practices in the GRC landscape to proactively share insights and recommendations with clients from a subject matter expert perspective.

Required Experience/Skills

• Adaptive mindset and ability to drive out a meaningful path to how our customers see tangible business value.
• Ability to build relationships both internally and externally to understand the underpinning needs of Diligent in terms of delivering proposed business value.
• Minimum of 12 years of experience in a client-facing role within the legal, audit, risk, or compliance industry
• Understanding of GRC domain, regulations, industry standards, as well as experience with software solutions and platforms
• Excellent communication and interpersonal skills, with the ability to effectively engage with clients and stakeholders at all levels within an organization and translate technical concepts into business terms
• Strong analytical and problem-solving abilities, with the capacity to assess complex business challenges and develop solutions that drive value and automation for clients
• Highly organized and detail-oriented, with the ability to manage multiple client engagements concurrently and prioritize tasks in a fast-paced environment