Senior Client Success Advisor (GRC/ERM)

Here's a summary of the role:

Diligent is seeking an experienced Senior Client Success Advisor (GRC/ERM) to join our growing Customer Success team, partnering with key accounts across Australia and New Zealand to drive meaningful adoption, retention, and long-term customer value across our GRC platform.

This is a role for someone who thrives on impact and focuses on enabling real outcomes through the intersection of people, process, and technology.

At Diligent, Senior Client Success Advisor (GRC/ERM) are at the heart of our retention strategy. You'll work closely with clients to unlock value, strengthen engagement, and ensure they are truly successful in how they manage governance, risk, and compliance.

If you're driven by meaningful client impact, love solving complex business challenges, and want to help organisations operate with confidence - this is your next move.

Here's a breakdown of what you'll do (not all of it, just the important stuff):

• Partner with key clients across Australia & New Zealand to understand how they're using the platform, identify gaps, and drive greater value and adoption
• Act as a trusted advisor, delivering best-practice guidance to help customers improve risk, audit, and compliance outcomes using the platform
• Build and maintain structured account plans, proactively tracking engagement, usage trends, and overall customer health
• Identify at-risk accounts early (low usage, disengagement, or operational challenges) and take targeted action to re-engage and improve outcomes
• Collaborate closely with Sales, Product, and Support teams to resolve issues, influence enhancements, and support expansion opportunities
• Manage a portfolio of accounts, prioritising activity based on customer need, urgency, and potential impact
• Orchestrate seamless handovers through the customer journey from presales, professional services, and customer success, ensuring knowledge retention of critical information related to business objectives and success criteria
• Conduct in-depth assessments of clients' GRC requirements, objectives, and challenges to recommend tailored solutions to address their business needs and goals
• Monitor industry trends, regulatory developments, and emerging best practices in the GRC landscape to proactively share insights and recommendations with clients from a subject matter expert perspective

These are the essentials you'll need to get an interview:

• 10 years' experience in client-facing roles within the legal, audit, risk, or compliance industry, including 5 years in a client engagement role, supporting clients across Australia and New Zealand.
• Experience in the GRC (Governance, Risk, and Compliance) field
• Understanding of GRC domain, regulations, industry standards, as well as experience with software solutions and platforms
• Strong experience in implementing or leading implementation teams of risk, audit, or analytics solutions
• Excellent communication and interpersonal skills, with the ability to effectively engage with clients and stakeholders at all levels within an organization and translate technical concepts into business terms
• Willingness to travel to client sites

Behavioural Skills:

• Adaptive mindset and ability to drive out a meaningful path to how our customers see tangible business value
• Ability to build relationships both internally and externally to understand the underpinning needs of Diligent in terms of delivering proposed business value
• Excellent communication and interpersonal skills, with the ability to effectively engage with clients and stakeholders at all levels within an organization and translate technical concepts into business terms
• Strong analytical and problem-solving abilities, with the capacity to assess complex business challenges and develop solutions that drive value and automation for clients
• Highly organized and detail-oriented, with the ability to manage multiple client engagements concurrently and prioritize tasks in a fast-paced environment

It would be great if you had these to, but we'll support you if you don't:

• Familiarity with GRC (Governance, Risk, and Compliance) competitor technologies
• Strong analytical skills, with experience using data analytics tools
• Client engagement experience within the Asia-Pacific (APAC) region is advantageous
• CPA, CA, CIA, CMA, or ISO certifications are desirable

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