Job Descriptions

Position Overview

The Customer Success Manager, (CSM) oversees a portfolio of accounts for our Risk & Compliance solution, ensuring an amazing customer experience, as measured by NPS, net revenue retention, referrals and product usage indicators.

The Customer Success Manager will perform hands-on account management activities as well as collaborate with other team members in coordinating successful customer onboarding, training and ongoing customer relationships to ensure long-term satisfaction, accelerated net retention growth and referral sales. The CSM will be the key contact point for the customer relationship on all Diligent products.

Key Responsibilities

• Renew and grow a set of customer accounts by proactively anticipating needs, recommending additional products and services and providing an excellent customer experience as measured by revenue retention and customer product usage;
• Increase overall client satisfaction with Diligent measured through Net Promoter Score;
• Provide a seamless and ‘best in class’ customer experience through all phases of the customer lifecycle - coordinating with the client implementation and project teams, administrative staff, IT Team, and users of the Diligent application/s;
• Collaborate internally to be the voice of the customer across other departments, including with the sales, expansion, services, marketing, finance, customer transactions and operations teams.
• Be heavily intertwined with the Expansion Sales team in spotting, qualifying and passing on expansion leads
• Facilitation alongside the Implementation team of the core Boards product and modules with senior stakeholders to the client including C-Suite and Directors.
• Build and maintain strong direct client relationships with key stakeholders & retain those relationships.
• Seek out client advocacy related initiatives

Required Experience/Skills:

• Native/fluent French language skills is essential for this role.
• Build and maintain strong direct client relationships with key stakeholders & retain those relationships.
• Seek out client advocacy related initiatives
• Some experience in enterprise level account management (preferably in SAAS);
• Some experience in sales CRM applications such as Salesforce;
• Excellent communication and presentation skills, with the ability to manage multiple stakeholders;
• Strong problem-solving ability, with a natural curiosity around the client’s business needs;
• High level of resilience and a positive attitude when faced with adversity;
• Passionate about technology with a solution-centric mindset;
• The role will require travel to France

Skills

• Presentation Skills
• Problem Solving Skills
• Positive can do attitude
• Excellent Communication Skill

Experience

• 1+ year