Job Description
What you’ll do
Implementation & Project Management
- Manage a portfolio of enterprise customer onboardings with technical SaaS software product deployments to successful outcomes, accelerating time-to-value, growing, and retaining customers
- Facilitate calls and Zoom presentations to drive onboarding and enablement, internally and externally
- Utilize project management methodologies to ensure key milestones and dependencies (including work owners) are clearly documented and executed against
- Facilitate requirements gathering and documentation, including business process flows
- Convert project scope into development deliverables
- Product configuration and testing, as well as functional and technical deployment
- Design and continually improve processes and materials that enhance efficiency and customer experience during onboarding
- Product configuration and testing, as well as functional and technical deployment of new configuration or functionality and track pre-agreed KPIs
- Liaise with client stakeholders and product management to translate business requirements into solution functionality
- Deliver training and workshops to enable clients on key product functionality and best practices
- Drive system adoption through the creation of process documentation and conducting end user training
Client Management
- Strong customer focus on service, satisfaction, enablement, and success
- Create an exceptional client experience, acting as a strategic client partner, addressing both long and short-term technology and program needs
- Define and track key performance indicators for customer onboarding process
- Act as the client communication lead
- Act as the first point of escalation and escalate to management for resolution, as needed.
- Understand and document client stakeholder roles & hierarchy within a detailed account to ensure successful transitions to the Customer Success team after onboarding
Support
- Liaise with client end users, Support, and other Diligent functional teams (engineering, operations, product management) to diagnose and resolve technical or service delivery issues
- Contribute to the creation and editing of key documentation (tutorials, help, best‐practice) to support clients
What you’ll need
- 3+ years of experience in implementing SaaS software solutions using project management methodologies in a customer-facing and/or consultative environment
- Strong passion for internal compliance (i.e., Policy Management, Incident Management and Conflict of Interest Management).
- Excellent verbal and written communication and interpersonal skills
- Ability to communicate technical concepts to non-technical users
- Ability to work with end-user customers directly in a courteous and professional manner
- Ability to work in a fast-paced environment, under pressure and prioritize multiple tasks
- Self-directed, proactive, strong problem solving/troubleshooting, analytical and critical thinking skills
Additionally, the following would be considered a strong asset:
-Undergraduate degree or diploma in a relevant area (e.g., Accounting, Business, Finance, Engineering, Information Security or MIS)
-Experience with GRC and/or analytics tools
