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Director, Post-sales Strategy & Operations
Director, Post-sales Strategy & OperationsDiligent • Washington, DC, US
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Director, Post-sales Strategy & Operations

Director, Post-sales Strategy & Operations

Diligent • Washington, DC, US
15 hours ago
Job type
  • Full-time
Job description

Director, Post-sales Strategy & Operations

New York, New York, United States; Washington, District of Columbia, United States

Overview

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 provides practitioners, the C-Suite and the board a consolidated view of their GRC practice to manage risk, build resilience and make better decisions, faster.

At Diligent, we're building the future with people who think boldly and move fast. We value curiosity, experimentation, and continuous learning as we design systems and workflows that leverage AI to reimagine work.

We are seeking a Director, Post-sales Strategy & Operations to partner with Professional Services and Support leadership in building a world-class, technology-enabled customer success organization. You will define and execute the vision, strategy, and roadmap for post-sales excellence, leveraging AI and automation to scale operations and optimize customer experience.

Our products are used by over 23,000 organizations, including 62% of the Fortune 500, 90% of the FTSE 100, and 83% of the ASX 200. The ideal candidate will have a proven track record in building high-performing customer experience operations, with hands-on expertise in applying AI / ML to transform workflows and decision-making in SaaS environments.

Responsibilities

  • Recommend, lead, and execute the Professional Services and Support strategy, embedding AI and automation into processes to drive scale and 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.

Qualifications

  • 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).
  • Strategic and Builder Mentality : sharp analytical and problem-solving skills with a strong bias for action.
  • An AI Mindset : strategic thinker with a bias for execution via AI; systems-thinking and automation.
  • Data-First and Analytically Rigorous : ability to translate complex data into actionable insights.
  • Cross-Functional Leadership : ability to lead cross-functional teams across departments to ensure alignment and execution of post-sales operations.
  • Process Optimization : experience redesigning and scaling processes for a growing organization.
  • Leadership and Communication : ability to lead, collaborate with diverse audiences, and communicate complex topics clearly.
  • Adaptability & Execution : thrives in a fast-paced environment with multiple priorities.

    • Compensation

    U.S. pay range : $151,000 - $194,000 USD

    What Diligent Offers You

  • Creativity is ingrained in our culture. We are innovative collaborators who explore new ways to improve internal processes and client outcomes.
  • We care about our people. Flexible work environment, benefits, generous time off, wellness programs, and more.
  • Global presence. Offices in New York, Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
  • Diversity is important to us. We promote a diverse team and provide resources and education through Employee Resource Groups.

    • Diligent created the modern governance movement. Our mission is to empower leaders with technology, insights and connections to drive impact and accountability.

    Headquartered in New York, Diligent has offices in Washington D.C., London, Galway, Budapest, Vancouver, Bengaluru, Munich, Singapore and Sydney. This role follows a hybrid work model and, if you are within commuting distance to a Diligent office location, you will be expected to work onsite at least 50% of the time.

    We are an equal opportunity employer and a drug-free workplace. We do not discriminate based on any protected status and comply with all applicable laws. We provide reasonable accommodations for qualified individuals with disabilities and disabled veterans. For accommodation requests, contact recruitment@diligent.com.

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