Job Title and Overview

The implementation consultants role is to lead the implementation of the Diligent Boards and BoardEffect platform for clients, ensuring seamless deployment, configuration, training, and post-implementation support. This role bridges technical knowledge and client engagement, enabling secure, efficient, and compliant board operations.

Reporting to: Head of Services

Management level of role: This is not a management role

Working environment & travel: Exceptionally busy, team-orientated environment. This role could require some travel. Drivers license and own transport is essential.

Working hours: 07h30 16h00 or 08h00 to 16h30 or 08h30 to 17h00

Key Responsibilities

• Software Implementation: Lead end-to-end implementation projects for the Diligent Boards and BoardEffect platforms. Work with client stakeholders to understand governance needs and tailor solutions accordingly. Configure the system, including user roles, permissions, workflows, and branding. Assist in uploading and organizing board materials, policies, and meeting packs.
• Client Onboarding and Training: Conduct onboarding sessions and tailored training for administrators, board-members, and end-users. Delivery of both virtual and in-person training sessions as required. Develop training materials and user guides tailored to client needs.
• Stakeholder Management: Act as the primary point of contact throughout the project lifecycle. Collaborate with internal teams (sales, support, product) to ensure smooth project handover. Gather client feedback to drive continuous improvement.
• Issue Resolution/Support: Act as a first point of contact for customers to address any concerns, questions, or technical issues they encounter while using Diligent Boards and BoardEffect, and work with the Global Diligent Support Team to resolve these promptly.
• Product Adoption: Encourage and support customers in maximizing their usage of Diligent Boards and BoardEffect features and functionalities to meet their governance and collaboration needs.

Required Experience

• 1 to 3 years of experience software implementation (preferably in a SaaS environment)
• Experience in sales CRM applications such as Salesforce (advantageous).
• Experience as a Company Secretary (advantageous).
• Experience in the Corporate Governance field.

• Experience in other Board Management Solutions (advantageous).

Behavioural Skills & Soft Competencies

• Work Ethic and Attention to Detail: Possesses a strong work ethic, commits to excellence and demonstrates meticulous attention to detail with a genuine passion for accuracy in all endeavours.
• Communication Skills: Excellent communication abilities and adept relationship management skills, capable of effectively handling various stakeholders and senior executives concurrently.
• Enthusiastic about technology: Possessing a solution-oriented approach focused on identifying strategies to ensure customer success.
• Customer-Centric Approach: The candidate exhibits a desire to exceed customer expectations by delivering exceptional service and value. The candidate is capable of effectively transferring knowledge and conducting personalised one-on-one training sessions.
• Adaptability: The candidate must be adaptable and flexible to navigate changing customer requirements, organizational dynamics, and evolving product features and functionalities.
• Professional Communication and Relationship Management: Display professional business etiquette in all interactions, ensuring effective communication. Proficient in managing client expectations and fostering strong client and stakeholder relationships.