Senior Director, PostSales Operations

Heresa summary of the role:

Ready to shape the future of customer excellence for one of our most dynamic global sites
In this pivotal roleyoullbe the strategic heartbeat of our Indiapostsales and customer operationsecosystemunitingCustomer Success Support Advisory Onboarding and Trainingto deliver exceptional endtoend customer needsbefore they surfaceelevate team capabilitythrough targetedenablement and upskillingprograms and champion product adoption at scale. Alongsidedriving operational excellenceand athriving site cultureyoullpartner closely with global leadersto keep teams aligned empowered and performing at theirvery best.

Heresa breakdown of whatyoulldo (not all of it just the important stuff):

• Leadpostsales and customer operationsfor the India site acting as the connector between Customer Success Support Advisory Onboarding and Training to keep teams aligned and customerfocused.

• Identifycustomer needs trends and risksthrough health reviews ticketanalysisand feedback turning insights into targeted enablement and process improvements.

• Own thesite culturewellbeingand operational excellenceagenda creating a highperforming valuesdriven environmentthatscompliant with local policies and standards.

• Serve as the seniorontheground escalation pointfor operational issues and crossteam dependencies unblocking challenges and keeping delivery on track.

• Represent the India site inglobal initiatives aligning local execution to global priorities and monitoring sitelevel performance and operational health metrics.

Theseare the essentialsyoullneed to get an interview:

• 10 years of experience inpost-salesand customer operations.

• Strong commercial acumen and processoptimisation

• Proven ability to leadcross-functional initiativesin amatrixed global organization.

• Strong experience in operational risk mitigation.

• Excellent communication global stakeholdermanagementand problem-solving skills.

• Extensive people management experience (employee experience performance management conflict resolution training enablement coaching drive high performing culture)

It would be great if you had these to butwellsupport you if youdont:

• Formal grounding inchange management or process improvement(e.g. Lean Six Sigma PMPProsci) to support operational excellence and risk mitigation.

• Strongdata and analytics skillsto interpret health scores ticket trends and performance metrics and translate them into practical action plans.

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.

Learn more or follow us onLinkedInandFacebook

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 .}

_{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.}