Implementation Specialist - 8-month fixed-term contract

About Us Diligent is the leading governance, risk and compliance (GRC) SaaS company, serving 1 million users from over 25,000 organizations around the world. Our software enables holistic and informed conversations about GRC and ESG to ensure CEOs, CFOs and the board have an integrated view of audit, risk, information security, ethics and compliance from across the organization. Position Overview: As an Implementation Specialist, you will work with Customer Success, Marketing, Sales and Product teams to ensure successful implementation of Diligent SaaS products in a critical phase of the customer lifecycle.  You will be responsible for rapidly understanding each client’s business requirements and driving them to realise a fast time-to-value from their investment. You will work with multiple stakeholders to understand their needs and meet their requirements, while implementing products in an efficient and client focused process. You will manage timelines and be responsible for communicating with a range of stakeholders to ensure a seamless experience for clients from Sales to Customer Service. This is an opportunity to bring your technical and customer facing experience to a rapidly growing business and if you are looking for a career in project management this could be the perfect step in your journey. This is a fantastic opportunity to interface directly with Directors and Executives of top ASX/NZX/SGX companies, and other large multi-national companies, Federal, State & Local Government as well as Corporate Legal Counsel/Administration, and IT project teams. *Please note, this is an 8-month fixed-term contract*  Key Responsibilities Implementation: Lead multiple concurrent product implementations Manage milestone activities and drive implementation activities to agreed timelines Assisting with “small” projects using appropriate guidelines and frameworks Set clear expectations and co-ordinate with all stakeholders on progress and status Identify and take action to meet client requirements and mitigate possible risks Identify and manage dependencies within, and across, implementations Collaborate with internal technical resources, training teams and Customer Success to empower and enable clients across the Diligent platform Report on and track implementation progress and know when to escalate Coordinate with internal resources to assist the client if needed, e.g., technical support teams Liaise with Sales to understand client requirements and drive implementation to meet these Liaise with Customer Success to ensure the best post-Sales experience for your clients Act as a subject matter expert for best practice on Diligent products Client Engagement: Consult with clients to enable their implementation journey, through outlining the process and working with them through each phase Engage with senior stakeholders at all levels, including Administrators, C-Suite and Directors Always consider the client first, while working to progress implementations as efficiently as possible Follow best practice guidelines to enable a seamless customer experience Facilitate calls, in-person meetings and Zoom presentations to drive implementations and enablement Provide updates and status reports as required Ensure client engagement and accountability throughout the implementation process to facilitate a smooth and positive implementation experience Be the key point of contact for all stakeholders throughout the implementation process Relay client feedback for continuous improvement Ability to convert implementation conversations to a potential lead generation as appropriate Other: Become an integral member of the team through participation in team events and knowledge-sharing Continually analysis and improvement of implementation processes Responsibility to act as a “buddy” during the onboarding of new team members Required Experience/Skills Experience in administrative work/customer service. High energy, positive attitude and passionate about providing excellent customer service. Process driven. Excellent written and verbal skills. Good working knowledge of excel. Able to work with minimal supervision. Ability to work in a team as well as individually. Thrives in a fast-moving environment with the ability to multitask. Professional working proficiency in English is required (and additional language(s) are a plus) Preferred Experience/Skills Customer Service/Support/Success experience Degree qualified, preferably in relevant fields: Bachelor’s in Business/Languages What Diligent Offers You   Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients We care about our people.  Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few We have teams all over the world . We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, and Sydney. Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding. Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place.  Headquartered in New York, Diligent has offices in Washington D.C., London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney.    We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy  and  EEO is the Law . We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at recruitment@diligent.com . To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.