Diligent

Customer Success Manager

• Renew and grow a set of customer accounts by proactively anticipating needs, recommending additional products and services and providing an excellent customer experience as measured by revenue retention and customer product usage;
• Increase overall client satisfaction with Diligent measured through Net Promoter Score;
• Provide a seamless and ‘best in class’ customer experience through all phases of the customer lifecycle - coordinating with the client implementation and project teams, administrative staff, IT Team, and users of the Diligent application/s;
• Collaborate internally to be the voice of the customer across other departments, including with the sales, expansion, services, marketing, finance, customer transactions and operations teams.
• Be heavily intertwined with the Expansion Sales team in spotting, qualifying and passing on expansion leads
• Facilitation alongside the Implementation team of Diligent’s products and modules with senior stakeholders to the client including C-Suite and Directors.
• Build and maintain strong direct client relationships with key stakeholders & retain those relationships.
• Seek out client advocacy related initiatives

Account Manager

• Define and own the overall global technology partnerships strategy, ensuring tight alignment with company growth, product, and go-to-market priorities
• Hold ultimate accountability for partner-sourced and influenced revenue, setting targets, overseeing forecasts, and reviewing performance with executive leadership
• Build and maintain executive-level relationships with top technology partners, driving multi-year joint plans, strategic initiatives, and complex negotiations
• Lead cross-functional alignment and execution across Sales, Product, Marketing, Legal, and Operations to standardize partner motions and remove systemic blockers
• Shape and evolve partner programs, operating models, and governance, using data and market insights to prioritize investments and refine the partner portfolio
• Provide vision, leadership, and coaching to the Technology Partnerships organization (Specialists, Managers), building high-performing teams and scalable playbooks

Strategic Alliances and Partnerships Director

Manager

• Own the end-to-end partner program framework across tiers, requirements, benefits, and incentives for multiple partner types including GSIs, SIs, Resellers, MSPs, and Technology Alliances
• Design and manage partner onboarding, enablement, implementation certification, and lifecycle processes to drive partner productivity
• Establish and maintain program governance including decision rights, change management, RACI, documentation standards, and compliance
• Own deal registration policies, guardrails, SLAs, and exception handling to protect channel integrity and reduce conflict
• Own Salesforce (SFDC) evolution for partner motions, including partner data model, taxonomy, attribution rules, and data governance
• Own partner executive reporting including pipeline, bookings, revenue attribution, and forecasting, and use insights to drive performance, accountability, and optimisation

Senior Manager, Partner Programs – Strategy

• Own the global or multi-region technology partner strategy, setting direction, priorities, and investment focus across a portfolio of strategic partners
• Drive partner-sourced and influenced revenue at scale, including forecasting, target setting, and regular performance reviews with senior leadership
• Lead joint business planning and executive alignment with top partners, covering solution roadmap, integration strategy, and multi-year GTM plans
• Oversee cross-functional execution across Sales, Product, Marketing, Legal, and Operations, removing systemic blockers and standardizing partner motions and processes
• Use data and market insights to optimize the overall partner portfolio, refine programs, and recommend strategic bets or exits
• Provide leadership and mentorship to Technology Partners Specialists and Managers, elevating partner best practices and representing the function in broader commercial planning

Customer Success Manager

Strategic Alliances and Partnerships Director

Senior Manager, Partner Programs – Strategy

Senior Manager, Alliances & Partnerships