Senior Customer Success Manager, Public Sector

About Us

Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members to clarify risk and elevate governance. The Diligent One Platform gives practitioners, the C-Suite and the board a consolidated view of their entire GRC practice so they can more effectively manage risk, build greater resilience and make better decisions, faster. 

Learn more at diligent.com or follow us on LinkedIn and Facebook

Position Overview 

The Senior Customer Success Manager, Public Sector is a highly motivated and commercial minded individual that coordinates successful end-to-end customer lifecycle management to ensure long-term satisfaction, accelerated net retention, NPS, product usage and referrals. The Senior Customer Success Manager is a naturally collaborative individual who thrives in a customer focused environment and has had proven success in partnering directly with leaders of large multi-national companies in solving their governance challenges using our product offerings.  This will be Senior Customer Success Manager role that specifically engages with Public Sector agencies, accounts and partners.

 Key Responsibilities 

• Seamless project management through all phases of the customer relationship, including managing the users of Diligent’s applications; the Board Directors and Corporate Executives. 
• Remain in constant contact with the customer to evaluate satisfaction and proactively identify upcoming needs, including identifying expansion of use of Diligent’s products and services to then be passed to the Expansion Sales team. 
• Provide excellent customer experience for all accounts by anticipating and resolving customer issues and maintaining customer accounts/systems in a manner that exceeds customer expectations. 
• Coordinate with technical personnel as needed to meet customer needs, while managing customer expectations to prevent overload or missed deadlines. 
• Provide customer feedback on solutions in order to assist in continuous improvement of the Diligent products. 
• Ability to successfully manage multiple clients and products in an organized and meticulous manner. 
• Act as liaison between multiple internal teams (services, sales operations, marketing, and sales). 

Required Experience/Skills

• 5-7 years of Customer Success, Account Management or Post-Sales experience required. 
• Public Sector experience required.
• 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.  
• Commercial acumen - see and build on the potential for growth of clients. 

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, Singapore, 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, Singapore and Sydney.   To foster strong collaboration and connection, this role will follow a hybrid work model. If you are within a commuting distance to one of our Diligent office locations, you will be expected to work onsite at least 50% of the time. We believe that in-person engagement helps drive innovation, teamwork, and a strong sense of community.

_{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 Know Your Rights. 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.}