Responsibilities
- Managing a portfolio of client accounts, acting as the main point of contact for day-to-day coordination
- Running regular strategic review meetings with clients to discuss usage, goals, strategy and overall satisfaction
- Monitoring product adoption and usage data to identify risks or growth opportunities and drive client engagement
- Increase overall client health and satisfaction with Diligent
- Proactively engaging with customers to drive success and value realisation, identifying retention risks, and developing mitigation strategies
- Reaching out to clients to drive engagement and ensure they’re getting value from the platform
- Driving renewals by maintaining strong relationships and demonstrating ROI
- Identifying and qualifying upsell and expansion opportunities, working closely with Sales to ensure they are effectively progressed
- Coordinating with internal teams (implementation, support, product, sales) to resolve issues and improve the customer experience
- Acting as the “voice of the customer” internally, sharing feedback to improve products and services
- Handling any challenges or escalations, ensuring issues are resolved quickly and professionally
Requirements
- 3-5 years of experience in a client facing role managing accounts
- Some experience in sales CRM applications such as Salesforce
- Experience with the Microsoft Office suite, particularly Excel
- Fluency in both French and English (written and verbal) is required
- Willingness to travel to client sites
Nice to Have
- Prior experience in SaaS or GRC is advantageous
- Understanding of GRC domain, regulations, industry standards, as well as experience with software solutions and platforms
Work Arrangement
Hybrid — London, Galway
Additional Information
- Role operates on a hybrid model with 50% office-based work required
- Fluency in French and English (written and verbal) required
- Willingness to travel to client sites
- Regrettably, visa sponsorship is not provided
- Candidate must be eligible to work in the location they reside
