ESG Implementation Specialist

About Us

Diligent is the leading governance, risk and compliance (GRC) SaaS company, serving 1 million users from over 25,000 organizations around the world. Our software enables holistic and informed conversations about GRC and ESG to ensure CEOs, CFOs and the board have an integrated view of audit, risk, information security, ethics and compliance from across the organization.

Position Overview:

Diligent’s ESG (Environmental, Social, and Governance) software is used by some of the world’s leading organizations to report on their greenhouse gas emissions and sustainability performance, as well as other environmental, social and governance indicators.

The ESG Implementation Specialist role will be responsible for leading successful customer implementations of Diligent’s ESG software with global clients.

An understanding of environmental reporting and sustainability in a global context would be a distinct advantage. A well-organized professional with a strong technical aptitude and great attention to detail is equally important.

At this time, we are only considering candidate who are currently located in Mexico.

Key Responsibilities

• Lead customer implementations to ensure a successful on-boarding and ongoing support.
• Coordinate and schedule all aspects of client on-boarding projects directly with the client and internal resources.
• Teach and mentor new joiners and manage existing team members on on-boarding new clients.
• Ensure appropriate process and procedures are in place for all activities carried out by the team.
• Advise clients on the best approach based on related Sustainability and Environmental Standards and Protocols.
• Resolve escalated customer support or on-boarding queries.
• Keep track of all custom development work required by client and associated due dates and manage internally to ensure client satisfaction.
• Proactively identify opportunities for improving Diligent’s ESG software where support requests are repeated.
• Provide training to new clients via Zoom or similar.
• Ensure software faults are tracked by client to a resolution within the defined Service-Level Agreement (SLA) or better.
• Communicate positively at all times with team members, customers, and other partners to ensure that a best-practice and team-focused approach is maintained to ensure all customers receive the highest possible standard of service and support.

Required Experience/Skills

• Ability to excel in an energetic, fast paced, customer-focused environment.
• Ability to learn Corporate Sustainability Reporting and Environmental Management, a complex subject matter.
• Highly motivated and hard-working with the ability to think clearly under pressure.
• Expertise to work well individually and within a team, across multiple locations and parties.
• Working knowledge of Microsoft Office Suite tools; good Excel and data analysis skills are a bonus.
• Experience working with global teams.
• Experience in Sustainability reporting or related areas is a bonus.
• Demonstrated experience troubleshooting customer escalations in a ticket-based workflow, while achieving SLA requirements
• Experience and knowledge of Scope 1, Scope 2 and in particular Scope 3 reporting
• Investor frameworks knowledge would be important for this position: GRI, CDP, DJSI, TCFD. SASB, GRESB

What Diligent Offers You 

• Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients
• We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few
• We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, and Sydney.
• Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.

Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help b