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Diligent Solutions Technology
Position Overview
As a Customer Implementation & Training Director you will work cross functionally with Customer
Success, Marketing, Sales and Products to define and drive strategy for your team’s successful onboarding
and the customer lifecycle, onboarding Diligent new clients. This role will report into the Vice President
of Services. You will be responsible for managing a team of Implementation Specialists in addition to the
responsibilities below:
Key Responsibilities
• Manage Implementation Specialist & Training Specialists and ensure the adherence of KPI’s across the
team
• Weekly reporting to our VP International Customer Success on performance and team KPI’s
• Management of team capacity and assignment of new implementations, ensure holiday cover is
facilitated
• Manage all team queries and escalations
• Hosting weekly team meetings
• Managing weekly 1:1 meetings with the team
• Coach, mentor, support employees
• Facilitate career progression paths and development plans
• Enable collaboration across the team through various team engagement activities and workshops
• Work with the Talent Acquisition team to interview and recruit for new hires
• Manage new hire onboarding and training programs
• Provide feedback to each team member to enable growth
• Build and develop all documentation to ensure sufficient support is in place for the team
• Define the strategy for implementation across the region
• Map implementation processes and run regular team reviews to allow for continuous improvement
and align globally
• Engage with all stakeholders globally to allow for alignment of processes
• Review all processes to work towards automation of tasks
Required Experience / Skills:
• Degree in Business and/or related IT discipline
• Leadership skills - a minimum of 5 + years’ experience managing a team in a SaaS environment
• 5+ years of experience in a customer-facing and/or consultative environment
• Experience in Customer Onboarding a distinct advantage
• Exceptional communication and interpersonal skills
• Project Management skills and/or certification desirable
• Client and stakeholder relationship management
• Escalation management experience
• Ability to work in a fast-paced environment, under pressure and prioritize multiple tasks
Bachelors Degree
