Senior Manager, Advisory

Position Overview

As leader of our Customer Success & Services team reporting to the VP, Global Customer Operations, you will play a pivotal role: direct engagement with our strategic clients; understanding their needs and business requirements, implementing Diligent solutions with an emphasis on sustained adoption and retention.You will guide them in setting impactful business goals/outcomes for long term success of the customer and our combined relationship.

Through an advisory engagement model, your team members will become trusted advisors, keeping clients and Diligent on the same page through a value creation journey benefiting both.With an industry leading process and by inspiring your team and other departments, you ensure high customer adoption, retention, and net promoter scores.

Key Responsibilities

• Department Leadership: Set and oversee the strategic direction, exete strategic plans; ensure achievement of business performance metrics; focus on scalability for incremental business growth.
• Adoption Management: Oversee adoption planning and budgeting for adoption programs; mobilize and manage adoption teams; define deliverable structures and content; facilitate the buy-in of proposed solutions from top management levels at the client. Direct on-time, quality delivery of adoption milestones with accountability for adoption economics which include mitigation of adoption risks.
• Business Development: Provide strategic input to top decision makers at key clients; participate and lead the proposal development process for top tier strategic services opportunities; contribute to the development of services pricing strategies; participate in public speaking events; partner with Sales leadership to ensure an effective sales cycle and high revenue attainment.
• Practice Management: Oversee and direct practice management activities to optimally meet internal adoption and customer success metrics (e.g., CHI, NPS, NDR), revenue goals, team productivity, and profitability in a stable, predictable, and effective manner.
• Optimize the customer Journey to deliver a value-added customer engagement model:Proactively build strong relationships to ensure we build trust as a partner and advisor to our clients and ensure our value is highly visible to our clients. Ensure that your team is the voice of the customer. Escalate their needs. Understand the competitive landscape and bring awareness to internal teams of trends, needs, and requests.
• Influence Diligent business processes: collaborate with peers across Sales, Pre-sales, Advisory & Enablement Services, Marketing, and Product to refine how we work together with the aim of Customer Success Driven Growth; design agile processes that get behind customer goal-achievement.
• Set measurement & monitoring: create a vision of the right metrics that can objectively validate where a customer is on the journey to goal-achievement; use quantitative and qualitative measures to keep your team alongside, monitoring engagement and success over time, such that our outreach is always at the right time and is equipped with a value-based reason for doing so.
• Lead and develop the team:Implementations & Customer Success Driven Growth is a mission-critical competency that Diligent is building, and it starts with your team.Craft an inspiring vision, attract the brightest talent, give them what they need to be successful, and lead them in driving transformative change for clients as well as for Diligent as a fast-growing SaaS business.
• Bring domain: attaining trusted advisor status with our customers is dependent on an understanding of their business challenges and their goals.Third Party Management, Conflict of Interest, Due Diligence, IRM ESG, GRC or any other domains Diligent has an offering is a complex arena; bring a domain background that customers need, leverage it to help guide & advise, use it to coach and build up your team members who may be product experts but not domain experts.
• Champion customer success internally: with the vision that you build for your team
• and customers, become a prominent evangelist for Customer Success Driven Growth within Diligent.Champion a cultural shift in the way we interact with customers; become a key stakeholder in product and services roadmaps; be a voice for the customer in Diligent decision-making and planning.

What you need to succeed

• Experience working with Federal, State, and Local Government organizations.
• Minimum 10 years’ experience working in domain areas Diligent has an offering such as IT Security, IT Audit, Risk Consulting, Due Diligence, SOX Audit for a public accounting firm, professional services firm, or within industry at a senior level.
• Experience with leading projects and programs focused on internal controls, risk assessments, business process and internal IT control testing or operational auditing.
• Experience with Third Party Management, Conflict of Interest, Due Diligence, IRM ESG, risk and compliance (GRC) methodologies, tools, and enablers desired.
• Referenceable skills as a project manager on multiple full life cycle implementations
• Experience in overseeing capture of business requirements and converting business requirements into functional and technical specifications.
• Adept at implementing technology-enabled business solutions for clients as part of a high-talent team.
• Degree in business, accounting, finance, computer science or a related discipline
• CISSP, CPA/CA, CIA, CISA, CMA, RICS APC, PMP or other relevant professional designation or certification desired.
• Exceptional communication and presentation skills including great public speaking skills.
• Possess creative and disciplined problem-solving techniques, a strong sense of urgency, and attention to detail.
• Strong leadership persona, in particular an excellent communicator and coach who has shown success building programs that accelerate the development of people in complex areas of domain knowledge and capability.
• An expert in at least one GRC-related practice (audit, risk management, compliance, security, ESG etc.), and functional/working knowledge of the others.
• An experienced SaaS customer success leader who can transform customer service programs from paid consulting and reactive support centric approaches to an ongoing, productized service that consistently maximizes customer’s consumption of
• (and value realized) from a complex Enterprise SaaS offering
• A data-centric and analytics-saavy individual capable of enabling the customer success organization through an emphasis on data science and operational analytics programs that create impactful insight to customer behavior and value delivery.
• Strong empathy for customers and employees and passion for revenue and growth
• A great coach understanding and identifying the gaps in skill sets and supporting the team in gaining relevant training to achieve skill development within the Customer Success roles and career advancement.
• Ability to pull in the right resources at the right time, and work with the team to help resolve escalated issues as well as "call the shots" and take ownership of making decisions to ensure customers are successful and have a consistent and valuable experience.