Lead Client Success Advisor

Position Overview

Diligent is looking for an experienced GRC Advisor to join the team and work on Key accounts 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. If you are anything like the talented GRC Advisors at Diligent then this feeling you have, might be the desire to serve others - but you are blinded by the limits placed on you in your current role. The Lead Client Success Advisor role is key to Diligent’s Customer Success retention strategy.

Key Responsibilities

• Develop and execute strategic account plans and roadmaps to drive client retention and expansion within Diligent’s suite of products and services
• Serve as a subject matter expert on our GRC products and services and their features, functionalities, and capabilities
• Establish as solution lead for the respective product line and orchestrate product overview sessions, 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
• Identify and manage success metrics tailored to each customer and drive accountability within business reviews both internally and externally
• Orchestrate seamless handovers through the customer journey from presales, professional services, and customer success, ensuring knowledge retention of critical information related to business objectives and success criteria
• Conduct in-depth assessments of clients’ GRC requirements, objectives, and challenges to recommend tailored solutions to address their business needs and goals
• Demonstrate effective understanding of adoption of the platform solutions to identify at-risk clients and evangelise the usage of the solutions
• 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

• Self-starter mindset and ability to establish/apply a framework of how our customers identify and realise business value.
• Ability to establish and strengthen relationships within a matrix-organisation that drive cohesiveness towards a collective set of objectives and key results (OKRs)
• Minimum of 12 years of experience in a client-facing role withing the legal, audit, risk, or compliance industry
• Understanding of GRC domain, regulations, industry standards, as well as experience with software solutions and platforms
• Ability to provide strategic advisory and functional level guidance to client solution champions that align to client business objectives
• Extensive experience in implementing or leading implementation teams of risk, audit, or analytics solutions
• 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
• Willingness to travel to client sites