Onboarding Specialist II

About Us

Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members to clarify risk and elevate governance. The Diligent One Platform gives practitioners, the C-Suite and the board a consolidated view of their entire GRC practice so they can more effectively manage risk, build greater resilience and make better decisions, faster.

At Diligent, we're building the future with people who think boldly and move fast. Whether you're designing systems that leverage large language models or part of a team reimaging workflows with AI, you'll help us unlock entirely new ways of working and thinking. Curiosity is in our DNA, we look for individuals willing to ask the big questions and experiment fearlessly - those who embrace change not as a challenge, but as an opportunity. The future belongs to those who keep learning, and we are building it together. At Diligent, you're not just building the future - you're an agent of positive change, joining a global community on a mission to make an impact.

Learn more at diligent.com or follow us on LinkedIn and Facebook

Position Overview :

As an Onboarding Specialist II, you will work as part of the global Customer Success Team, with the expectation to deliver outstanding experiences during the client's onboarding journey. You will collaborate cross functionally with Customer Success, Marketing, Sales, and Product and own the critical early phase of the client lifecycle. You will oversee the client's technical enablement and deliver initial training to ensure early product adoption. You will be responsible for understanding each client's business requirements and tailoring their onboarding and training, with the goal of helping them realize the quickest time-to-value and a strong return on their investment.

This is a fantastic opportunity to develop your career in rewarding and meaningful ways as you interface directly with Directors, Executives, Administrators, Corporate Legal Counsel, and IT teams at top global companies, nonprofits, and government agencies.

Shift Timing : 2.30 AM - 11 AM IST

Key Responsibilities

• Manage the Client Onboarding Experience : Serve as primary contact, develop tailored onboarding plans, coordinate cross-functional teams, monitor progress, and address challenges
• Provide Initial Product Training : Provide product instruction during the initial stage of the client's onboarding process in coordination with the account's Customer Success Manager
• Drive Early Product Adoption : Assess client requirements, customize onboarding / training sessions, provide insights, and iterate strategies based on feedback
• Manage Product Setup and Configuration : Guide clients through the initial setup process, including configuring accounts and software settings to align with their requirements
• Understand and Document Client Milestones : Fully understand client objectives, document milestones, and collaborate with Customer Success Managers and Training Specialists to help ensure seamless client journey progression
• Provide Subject Matter Expertise and Deliver Best Practices : Act as a subject matter expert for best-practice produce usage during client onboarding, aligning common governance-related tasks with product capabilities to help drive full value realisation
• Provide Ongoing Client Support During Onboarding : Address questions, concerns, and technical issues via email and phone, troubleshoot problems, and escalate complex issues
• Provide Team Mentorship : Share expertise and mentor colleagues as needed to help build a highly supportive, team-oriented culture
• Seek, Monitor, and Escalate Feedback : Monitor client survey feedback to assess the effectiveness of the onboarding experience, leverage the feedback to continuously improve the experience, and relay client product suggestions to help the company continue to enhance its product offerings

Required Experience / Skills

Desired Experience / Skills

What Diligent Offers You

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., London, Galway, Budapest, Vancouver, Bengaluru, Munich, Singapore and Sydney.  To foster strong collaboration and connection, this role will follow a hybrid work model. If you are within a commuting distance to one of our Diligent office locations, you will be expected to work onsite at least 50% of the time. We believe that in-person engagement helps drive innovation, teamwork, and a strong sense of community.

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.

Skills Required

implementation experience , Goal Setting, technical enablement , Collaboration, Product Training, Client Support, Strategic Planning