Operations Lead - Customer Success
Location
Bangalore | India
Job description
About Us
Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization's GRC practices so they can make better decisions, faster. No matter the challenge.
At Diligent, you are an agent of positive change. You are joining a team of passionate, smart, creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. Be a part of a global community on a mission to make a real impact.
Learn more at diligent.com.
Position Overview Diligent Bangalore is experiencing incredibly exciting growth, and we are recruiting a Customer Success Operations Lead to help establish and support the day-to-day operational running of our Bangalore Customer Success function. This role will partner closely with both co-located and global leads across Customer Success and Customer Support to ensure a smooth customer operations partnership.
This represents an exciting chapter in our company's growth and presents an opportunity for Diligent to establish a thriving presence in Bangalore to support our company's continued expansion in India, while establishing key strategies to help maximize account growth and customer retention.
Key Responsibilities Spearhead Diligent's Bangalore Expansion:
- Lead local strategy execution in partnership with regional and global leadership, guiding team leads to implement our established work culture and practices.
- Partner with Talent Acquisition for hiring and retaining talent in Bangalore, building a diverse and top-performing team that reflects our global identity.
Champion a Customer-Centric Culture:
- Foster a thriving customer first environment, ensuring employee actions align with Diligent's principles and values.
- Integrate Bangalore teams seamlessly into global initiatives, promoting inclusivity and collaboration.
Deliver Measurable Results:
- Partner with functional leaders in Bangalore and globally to achieve Diligent's targets for gross, net dollar retention, NPS, and CSAT.
Guide and grow the Bangalore Customer Success Team:
- Set strategic direction for the Bangalore site, proactively anticipating challenges and collaborating with HR & Recruitment to optimize talent acquisition and retention strategies.
- Under executive leadership, develop and execute a long-term plan defining site goals and lead the local functional team's operations.
- Leverage data from employee engagement surveys, culture surveys, and HR analytics to drive continuous improvement.
Bridge the Gap and Build Community:
- Represent the Bangalore Customer Success site to the wider organization, collaborating with global functions like HR, facilities, and IT to ensure its success.
- Own and manage internal communications strategy for Customer Success, creating and executing programs that build community and reinforce culture.
Required Experience/Skills Proven track record of building and leading high-performing teams:
- Successfully managed large teams across post-sales, implementation, support or customer success, fostering career growth for all the employees within these teams.
- Led hiring, onboarding, and training initiatives, ensuring new hires are seamlessly integrated and empowered to succeed.
- Championed diversity, equity, inclusion, and intersectionality, creating an inclusive and high-performing work environment.
Strategic and results-oriented leader:
- Demonstrated expertise in influencing and strategic problem-solving, navigating complex challenges to achieve goals.
- Proven ability to communicate effectively across all levels, fostering collaboration and understanding.
- Strong critical thinking skills, constantly analyzing and optimizing processes for maximum efficiency.
Expertise in driving team success:
- Acted as a motivational leader, engaging teams through innovative initiatives and fostering a collaborative spirit.
- Extensive experience working within a software product company, understanding the unique dynamics and challenges of the industry.
- Built a stellar reputation for fostering strong partnerships and collaboration across different teams and departments globally.
What Diligent Offers You - Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients
- We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few
- We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
- Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.
Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place.
Headquartered in New York, Diligent has offices in Washington D.C., Baltimore, London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney.
We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy and Know Your Rights. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at [HIDDEN TEXT].
To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.
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