Diligent Appoints Chief Customer Officer and Chief Marketing Officer
NEW YORK – JUNE 30, 2015 – Diligent Corporation (NZX: DIL) today announced the promotion of Jeff Hilk to Chief Customer Officer and the appointment of Shawn Lankton as Chief Marketing Officer.
Jeff has been at Diligent for over four years, and as Diligent’s Chief Customer Officer, he will continue to lead the world-class customer success team. “I am proud of the service we deliver to our clients to consistently meet and exceed their expectations,” said Jeff Hilk. “Last year alone, the client success team on-boarded over 20,000 users in 37 countries and assisted users with our true 24/7/365 support line, with 99% of incoming calls answered directly by Diligent in less than five seconds.”
Jeff Hilk’s promotion to Chief Customer Officer coincides with the modernizing of the account management and support teams to collectively form the customer success team. These changes better align Diligent with other leading Software-as-a-Service (SaaS) companies. Diligent’s best-in-class client retention rates and award-winning service define customer success at Diligent and validate its leadership position in the industry. Just last week, Diligent won a Gold Stevie Award for 2014 Customer Service Team of the Year and a Silver Stevie Award for 2014 Customer Service Department of the Year at the American Business Awards.
Brian Stafford, President and Chief Executive Officer of Diligent, said, “Prior to joining Diligent, I led McKinsey & Company’s SaaS practice. In that role, I had exposure to hundreds of leading US SaaS companies and benchmarked performance of more than 150 of these companies. Based on that experience, I can say that Diligent has, by far, the best customer success organization in the industry. With a 24/7/365 phone-based customer success team, Diligent is trusted by over 3,100 diverse organizations around the world. A significant part of Diligent’s financial success is attributable to the persistent commitment of the customer success team and our industry-leading client retention rate of 99%.* Jeff’s leadership within this team has been fundamental to driving our business’s growth and our clients’ success.”
Shawn Lankton comes to Diligent from McKinsey & Company, where he was Associate Partner and a leader in McKinsey’s SaaS practice. He is considered an industry expert in lead generation, marketing and pricing for business-to-business (B2B) software companies and is an active blogger on sales and marketing topics. Shawn will have full responsibility for the global marketing operation and will work closely with the global sales team to create an effective lead-generation engine driven by end-to-end analytics.
Stafford added, “I am delighted we were able to attract Shawn to Diligent. He helped to build McKinsey’s SaaS practice, and I believe his experience in boosting lead generation within B2B SaaS companies will be pivotal in supporting sales to drive further growth of Diligent’s client base.”
ABOUT DILIGENT (NZX: DIL)
Diligent is the leading provider of secure corporate governance and collaboration solutions for boards and senior executives. Over 3,100 clients in more than 50 countries rely on Diligent to provide secure, intuitive access to their most time-sensitive and confidential information, ultimately helping them make better decisions. The Diligent Boards (formerly Diligent Boardbooks) solution speeds and simplifies how board materials are produced, delivered and collaborated on using iPads, Windows devices, PCs and the Web, removing the security concerns of doing this by courier, email and file sharing. Diligent is a publicly listed company (NZX: DIL) with nearly US$90 million in annual recurring revenue, based on previously reported revenue retention rates. Visit www.diligent.com to learn more.
SAFE HARBOR STATEMENT
Statements made in this press release that state Diligent’s or management’s intentions, beliefs, expectations or predictions for the future are forwardlooking statements within the meaning of The Private Securities Litigation Reform Act of 1995, including without limitation Diligent’s revenue outlook for the second quarter and full year 2015. Readers are cautioned that these statements are only predictions and may differ materially from actual future events or results. All forward-looking statements are only as of the date of this press release and Diligent undertakes no obligation to update or revise them. Such forward-looking statements are subject to a number of risks, assumptions and uncertainties that could cause Diligent’s actual results to differ materially from those projected in such forward-looking statements. For example, if we do not successfully develop or introduce new product offerings, or enhancements to our existing Diligent Boards (formerly Diligent Boardbooks) offerings, or keep pace with technological changes that impact the use of our product offerings, we may lose existing customers or fail to attract new customers and our financial performance and revenue growth may suffer. Factors which could cause our actual results to differ materially from those projected in forward-looking statements include, without limitation, economic, competitive, regulatory and technological factors affecting Diligent’s operations, markets, products, services and other factors set forth in Diligent’s Risk Factors filed as Part II, Item 1A to its Quarterly Report on Form 10-Q filed with the SEC on May 11, 2015.