Job type full-time
Full job description
Job title: success manager
Reports to: manager, customer success
What need can you fill?
The customer success manager guides intradiem customers, from pre-sales business requirements through launch and then acts as the primary contact for customers, and the liaison between the customer and all other intradiem departmental involvementThe customer success manager will manage an assigned set of customers with a focus on retention by driving adoption and benefit realizationThis role works 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.
What will you be doing?
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.
Be a recognized subject matter expert (sme) and consultant in the practical application of the intradiem solution.
Develop and deliver purchased 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, roadmap and coordinate with the account management team to align use cases and professional service offerings to meet customer needs.
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.
Works 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.
Facilitate change management discussions with customers’ operational teams to help them drive adoption of the solution.
Conduct all business in accordance with intradiem policies and procedures.
All other duties as assigned.
What will you need to succeed?
Extensive client-facing experience and an ability to handle complex client needs.
Strong communication, listening, and presentation skills with ability to address objections or concerns on the fly.
Excellent interpersonal skills and ability to build trusted relationships with individuals at all levels of an organization.
Excellent change management skills, including the ability to influence, motivate and persuade.
Self-directed, organized, and detail-oriented, with an eye toward high quality and on time work.
Ability to convey technical information to non-technical personnel at all levels.
Bachelor’s degree or 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
Who we are:
Intradiem provides an intelligent assistant for customer service teamsThis assistant unlocks the value of your center data to maximize productivity, engagement, and the customer experience.
Our patented ai-powered technology processes the massive amounts of data generated by your center - in real time - and takes immediate action to support staff working in the center or remotely - every minute of every day.
This intelligent technology has been built on the management best practices of dozens of the world’s leading brands, and it continues to become more powerful every day.
The result for customers is increased productivity and a guaranteed return on investment, with typically a 2x payback in year one and a 3-5x return in subsequent years.
We are powering over 1 billion automated actions annually and have saved our customers over $100 million in annualized savings, all while improving employee engagement and the end-customer experience.
What drives us:
Our vision, which we passionately pursue every day, is customer service reinventedFor everyone.
Our mission is simple: to help our customers achieve more using automation.
How we do it:
By living our core values of servant’s heart, craftsman’s attitude and revolutionary spiritBecause let’s face it: great products can be copied, service can be duplicated, but great people can`t be replaced.
We`re a group of customer-obsessed, competitive, detail-oriented, experienced servants who put the needs of our community and customers over our ownIntradiem isn`t just about the 9-to-5 or the paycheck — we`re about having the revolutionary spirit needed to change our community and the world through the way we work and the way we give back.
We’re looking for smart, driven and innovative people to join our teamIf this sounds like you, let’s chat! www.intradiem.com/careers.html