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Customer Success Manager

Remote:

Full Remote

Experience:

Mid-level (2-5 years)

Work from:

United States

Offer summary

Qualifications:

2-5 years of Contact Center experience, Business consulting or program management experience preferred, Experience with SaaS solutions highly desirable, Strong relationship management skills.

Key responsabilities:

Develop trusted advisor relationships with clients
Facilitate reporting and presentations for customer value

Intradiem SME https://www.intradiem.com/

51 - 200 Employees

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Job description

Intradiem’s intelligent automation solution for customer service teams is reinventing customer service for everyone.

Who We Are

Intradiem is a technology company on a mission to reinvent customer service through automation.

What We Do

We develop innovative, AI-powered Intelligent Automation solutions for contact center and back-office teams. Our solutions currently support hundreds of thousands of customer service agents for brand-name organizations, powering hundreds of millions of automated actions saving customers tens of millions each year.

How We Work

We take a “problem-out” approach, asking customers to help us understand their business problems, exploring potential solutions together, incorporating their feedback, and releasing solutions that solve those problems.

Our Culture

We take a “people-first” approach, treating employees, customers and each other with the dignity and respect we all deserve. Intradiem employees enjoy a family-first culture, transparent leadership, and unfettered growth opportunities.

Our Values

We believe in service, encouraging our employees to contribute time and energy to causes that help improve the people and communities in which they live and work. We are guided by three core values:

Servant’s Heart—caring enough about other people to understand what their problems are and placing the needs of colleagues, customers, and others over personal objectives.
Craftsman’s Attitude—taking pride in the work we do and creating solutions that really solve the problem at hand (and trying again if the first attempt doesn’t do the trick).
Revolutionary Spirit—leaving the world a better place than it was when we found it, and doing things we would be proud to brag about to our grandchildren.

Your Role:

Develop a trusted advisor relationship with Intradiem champions within customer organizations to ensure each customer’s use of the Intradiem solution closely aligns with its business case and business strategy.
Serve as trusted point of contact for a set of assigned accounts, providing client assistance and best practice support for the Intradiem platform, including its usage and its adoption.
Be a recognized subject matter expert (SME) and consultant in the practical application of the Intradiem solution.
Develop and deliver Success Plans to customers by identifying stakeholders, milestones, metrics, risks, and solutions inherent in an Intradiem implementation.
Develop strategic relationships with client executives and other key stakeholders to identify, define, track, and measure the overall benefit of Intradiem to an organization ensuring maximum value and driving retention and growth.
Understand the customer’s vision, business plan, and roadmap and coordinate with the Account Management team to align solutions and professional service offerings to meet customer needs.
Own and facilitate reporting and presentations that depict Customer value, investment return, opportunities, areas for expansion, operational maturity, action items and success planning.
Deliver on customized metrics for net retention, expansions, and savings delivery assigned by account portfolio.
Consistently advocate for account expansion by way of product expansion opportunities, or user expansion opportunities in conjunction with Account Management.
Serve as a strong customer advocate and voice of the customer when engaging with other Intradiem customer facing personnel in Sales, Technical Support, Product Management, and Senior Management teams to support customers’ goals, improve the product, and drive adoption of the Intradiem solution.
Own delivery on expansion opportunities including but not limited to rules configuration, process and change management advisement, testing support, launch support and post launch adoption support.
Work in conjunction with the Account Management team for renewal, upsell, and growth opportunities, as well as the Customer Operations Manager as the primary owner of customer health.
Work in conjunction with Support, Engineering and Product to track, understand and serve the ongoing product needs of your assigned accounts.
Utilize the Customer Health tool to track deliverables, customer contacts, risk and overall health metrics by account. Ensure ongoing health account status.
Serve as a change management advocate, driving adoption of best practices both internally within the Customer Success Management team and externally with customer organizations, ensuring smooth transitions and effective implementation of process or system changes.
Conduct all business in accordance with Intradiem policies and procedures.
All other duties as assigned.

Your Background:

2-5 years of Contact Center and/or Workforce Management experience.
Experience with success management, business consulting, relationship management, program management and/or SaaS renewal management preferred.
Experience interfacing with customers, sales, consulting services, and executive management.
Experience in the principles and successful execution of organizational and individual change management highly desirable.
Experience with SaaS software solutions highly desirable.

Work Authorization and Equal Employment Opportunity

Candidates for positions with Intradiem must be legally authorized to work in the United States. Verification of identity and employment eligibility will be required during onboarding. Visa sponsorship is available for this position.

Intradiem is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic

Work Authorization:

Candidates for positions with Intradiem must be legally authorized to work in the United States. Verification of identity and employment eligibility will be required during onboarding.

Intradiem is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.