Customer Success Manager (Remote)

Remote, US

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

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 involvement. The Customer Success Manager will manage an assigned set of customers with a focus on retention by driving adoption and benefit realization. This 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.

Your Responsibilities

• 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.

Your Background

• 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

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.