Diligent ยท 4 months ago
Director, Post-sales Strategy & Operations
New York, New York, United States
Full-time
Hybrid
Director/Executive
$151K/yr - $194K/yr
10+ years expDiligent is an AI leader in governance, risk, and compliance SaaS solutions, helping millions of users and board members enhance governance and manage risk effectively. They are seeking a Director, Post-sales Strategy & Operations to define and execute the vision for post-sales excellence, leveraging AI and automation to optimize customer experience and drive operational efficiency.
Business IntelligenceCollaborationComplianceData CenterInformation TechnologyMeeting SoftwareMessagingRisk ManagementSaaSSoftware
Responsibilities
Recommend, lead, and execute the Professional Services and Support strategy, embedding AI and automation into processes to drive scale and drive incremental GDR lifts
Partner with leadership teams to reimagine the post-sales customer journey through AI-powered insights and personalized experiences
Identify and realize business opportunities and process improvements across PS and Support teams (e.g., automation for workflows such as case routing and onboarding sequences)
Establish automated dashboards to monitor business health and surface real-time recommendations for corrective action
Work with partners to drive the Professional Services and Support annual planning process, including bottom-up target setting
Introduce anomaly detection to proactively flag operational risks before they impact customer experience
Attract, grow, and retain top talent, cultivating strategic, operational, AI literacy and data fluency across the team
Champion a culture of innovation, experimentation, and continuous learning
Qualification
Required
10+ years of experience in a strategic, operations, and/or consulting role
5+ years managing high-performing teams
Experience with Salesforce and OpenAir (and other PS tools)
Sharp analytical and problem-solving skills with a strong bias for action, thinking from first principles and delivering the best results
You are a strategic thinker with a bias for execution via AI. You naturally gravitate towards systems-thinking, automation, and applying design principles to solve operational challenges
You have a proven ability to translate complex data into actionable business insights and strategic recommendations
Ability to lead cross-functional teams and collaborate across departments (Professional Services, Support, Customer Success, IT, Analytics) to ensure alignment and successful execution of Post-sales operations
Strong understanding of business process optimization and automation, with experience redesigning and scaling processes to meet the needs of a growing organization
Strong leadership skills, with the ability to lead cross-functional teams, collaborate across departments, manage teams and engage with both technical and non-technical stakeholders. Ability to proactively communicate complex topics to diverse audiences
Ability to thrive in a fast-paced, ever-changing environment, managing multiple priorities and executing efficiently to achieve business goals
Benefits
Flexible work environment
Global days of service
Comprehensive health benefits
Meeting free days
Generous time off policy
Wellness programs
Company
Diligent
Diligent is the largest GRC SaaS provider, with 1M users, across 23,000 organizations, valued at $7B+ and $500 million+ in revenue.
1001-5000 employees
H1B Sponsorship
Diligent has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (1)
Funding
Current Stage
Public CompanyTotal Funding
$30MKey Investors
Clearlake Capital Group
2020-08-05Private Equity
2018-02-09Corporate Round
2016-02-16Acquired
Leadership Team
Michael Flickman
Executive Vice President and Chief Technology Officer
D
David Adkins
Vice President, Customer Success
Recent News
Company data provided by crunchbase