Customer Success Manager-
Diligent Corporation
Johannesburg, Johannesburg
51d ago


Position at Diligent Corporation

The Company

Diligent is the leading provider of secure corporate governance and collaboration solutions for boards and senior executives.

Over 12,000 clients in more than 90 countries and on all seven continents rely on Diligent for secure distribution of board materials, secure messaging, integrated compliance, board evaluation and entity management.

Diligent’s Governance Cloud is the only solution that meets the evolving governance needs of leading organizations. Visit diligent.

com or follow us on Twitter diligentHQ to learn more.

Position Overview

Diligent is looking for a highly professional and motivated individual to coordinate successful customer migration, onboarding, training and ongoing customer relationships to insure long-

term satisfaction, upgrades, add-on sales and referral sales. The successful candidate will be very comfortable articulating information and concepts both in-

person and via telephone / email to virtually every level of corporate hierarchy. This position requires the Customer Success Manager to interface directly with Directors and Executives of Fortune 500 companies, and other large multi-

national companies, as well as Corporate Legal Counsel / Administration, and IT project teams.

The Responsibilities :

  • Provide an excellent customer experience for all accounts, by anticipating and resolving customer issues in a manner that exceeds customer expectations.
  • Coordinate and manage the migration process with clients
  • Tracking and reporting of migration activities, health checks and other KPIs in Diligent CRM systems
  • Seamless project management through all phases of the customer relationship - coordinating with the client project team, administrative staff, IT Team, and most importantly, the users of the Boards application : Board Directors and Corporate Executives.
  • Remain in constant contact with the customer to evaluate satisfaction and proactively identify upcoming needs, including expansion of use of Diligent’s products and services.
  • Coordinate with technical personnel as needed to meet customer needs, while managing customer expectations to prevent overload or missed deadlines.
  • Provide customer feedback on Boards’ solution in order to assist in continuous improvement of the Diligent products.
  • Required Skills and Abilities :

  • 5+ years’ experience in account management, sales, or technical project management.
  • 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.
  • Potential travel of up to 25%.
  • Bachelor’s degree.
  • Apply
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