Onboarding Specialist II

About Us

Diligent is the AI leader in governance risk and compliance (GRC) SaaS solutions helping more than 1 million users and 700000 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.

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Position Overview:

As an Onboarding Specialist II you will work as part of the global Customer Success Team with the expectation to deliver outstanding experiences during the clients onboarding journey. You will collaborate cross functionally with Customer Success Marketing Sales and Product and own the critical early phase of the client lifecycle. You will oversee the clients technical enablement and deliver initial training to ensure early product adoption. You will be responsible for understanding each clients business requirements and tailoring their onboarding and training with the goal of helping them realize the quickest time-to-value and a strong return on their investment.

This is a fantastic opportunity to develop your career in rewarding and meaningful ways as you interface directly with Directors Executives Administrators Corporate Legal Counsel and IT teams at top global companies nonprofits and government agencies.

Shift Timing: 2.30 AM - 11 AM IST

Key Responsibilities

• Manage the Client Onboarding Experience: Serve as primary contact develop tailored onboarding plans coordinate cross-functional teams monitor progress and address challenges
• Provide Initial Product Training: Provide product instruction during the initial stage of the clients onboarding process in coordination with the accounts Customer Success Manager
• Drive Early Product Adoption: Assess client requirements customize onboarding/training sessions provide insights and iterate strategies based on feedback
• Manage Product Setup and Configuration: Guide clients through the initial setup process including configuring accounts and software settings to align with their requirements
• Understand and Document Client Milestones: Fully understand client objectives document milestones and collaborate with Customer Success Managers and Training Specialists to help ensure seamless client journey progression
• Provide Subject Matter Expertise and Deliver Best Practices: Act as a subject matter expert for best-practice produce usage during client onboarding aligning common governance-related tasks with product capabilities to help drive full value realisation
• Provide Ongoing Client Support During Onboarding: Address questions concerns and technical issues via email and phone troubleshoot problems and escalate complex issues
• Provide Team Mentorship: Share expertise and mentor colleagues as needed to help build a highly supportive team-oriented culture
• Seek Monitor and Escalate Feedback: Monitor client survey feedback to assess the effectiveness of the onboarding experience leverage the feedback to continuously improve the experience and relay client product suggestions to help the company continue to enhance its product offerings

Required Experience/Skills

• 3- 5 years of client onboarding or implementation experience or equivalent
• Bachelors degree or equivalent experience in a relevant discipline preferred
• Proficiency in presenting to and collaborating with senior-level client executives including C-Level and Directors
• Experience in strategic planning goal setting and performance measurement frameworks
• Resilience in adapting to change and ability to thrive in a fast-paced environment with tight deadlines and complex challenges
• Proven dedication to project ownership collaboration and follow-through
• Strong focus on the client experience with a commitment to delivering exceptional client satisfaction
• Excellent personal organizational skills to ensure client commitments are consistently met
• Self-motivated with the ability to function in core responsibilities with minimal guidance while setting priorities among competing objectives
• Strong English language proficiency with outstanding written communication and verbal communication skills

Desired Experience/Skills

• Experience with corporate governance corporate legal teams or entity management as a plus

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 programsto 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 towork 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 also consider qualified applicants regardless of criminal histories consistent with legal requirements. See alsoDiligents EEO Policy and Know Your 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 .}

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