Lead Client Success Advisor (Risk & Audit)

Job Description

Diligent is seeking a Lead Client Success Advisor to join their team in London. This role is crucial for driving adoption, retention, and expansion within key accounts. The Lead Client Success Advisor will leverage Diligent's GTM strategy, combining people, process, and technology to deliver value to clients.

The ideal candidate will have a passion for serving others and a desire to exceed the limits of their current role. They will play a key role in Diligent's Customer Success retention strategy.

Responsibilities include:

• Developing and executing strategic account plans and roadmaps.
• Serving as a subject matter expert on GRC products and services.
• Orchestrating product overview sessions and educating clients on best practices.
• Identifying and managing success metrics tailored to each customer.
• Orchestrating seamless handovers throughout the customer journey.
• Conducting in-depth assessments of clients’ GRC requirements.
• Demonstrating effective understanding of platform adoption.
• Partnering closely with internal Product, Customer Success, Support, and Sales teams.
• Monitoring industry trends and regulatory developments.

Requirements:

• Self-starter mindset and ability to establish/apply a framework of how our customers identify and realise business value.
• Ability to establish and strengthen relationships within a matrix-organisation that drive cohesiveness towards a collective set of objectives and key results (OKRs)
• Minimum of 12 years of experience in a client-facing role within the legal, audit, risk, or compliance industry.
• Understanding of GRC domain, regulations, industry standards, as well as experience with software solutions and platforms.
• Ability to provide strategic advisory and functional level guidance to client solution champions that align to client business objectives.
• Extensive experience in implementing or leading implementation teams of risk, audit, or analytics solutions.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Highly organized and detail-oriented.
• Willingness to travel to client sites.

Diligent offers:

• A flexible work environment.
• Global days of service.
• Comprehensive health benefits.
• Generous time off policy and wellness programs.