[Remote] Customer Success Manager at Intradiem

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Customer Service, AutomationIndustries

Requirements

Ability to develop trusted advisor relationships with customer champions to align solution use with business case and strategy
Expertise as a subject matter expert (SME) and consultant in the practical application of the Intradiem solution
Skills in developing and delivering Success Plans, including identifying stakeholders, milestones, metrics, risks, and solutions
Capability to build strategic relationships with client executives and stakeholders to track and measure business benefits, value, retention, and growth
Understanding of customer vision, business plans, and roadmaps, with coordination skills for aligning solutions and services
Proficiency in owning and facilitating reporting and presentations on customer value, ROI, expansion opportunities, operational maturity, action items, and success planning
Experience delivering customized metrics for net retention, expansions, and savings
Ability to advocate for account expansion through product or user opportunities
Strong customer advocacy skills when interfacing with internal teams (Sales, Technical Support, Product Management, Senior Management)
Ownership of expansion delivery, including rules configuration, process/change management, testing, launch, and post-launch adoption support
Ability to work collaboratively with Account Management for renewals, upsells, and growth

Responsibilities

Develop trusted advisor relationships with Intradiem champions within customer organizations to ensure alignment with business case and strategy
Serve as trusted point of contact for assigned accounts, providing assistance and best practice support for platform usage and adoption
Act as recognized SME and consultant in Intradiem solution application
Develop and deliver Success Plans identifying stakeholders, milestones, metrics, risks, and solutions
Develop strategic relationships with client executives and stakeholders to identify, define, track, and measure Intradiem benefits for maximum value, retention, and growth
Understand customer vision, business plan, and roadmap; coordinate with Account Management to align solutions and services
Own and facilitate reporting and presentations on customer value, ROI, expansion opportunities, operational maturity, action items, and success planning
Deliver customized metrics for net retention, expansions, and savings by account portfolio
Consistently advocate for account expansion via product or user opportunities with Account Management
Serve as customer advocate and voice of the customer when engaging with Sales, Technical Support, Product Management, and Senior Management
Own delivery of expansion opportunities, including rules configuration, process/change management, testing, launch, and post-launch support
Work with Account Management team for renewal, upsell, and growth

Skills

Customer Success

Account Management

Trusted Advisor

Customer Relationship Management

SaaS

Contact Center

AI Solutions

Business Strategy Alignment

Intradiem

Intelligent automation solutions for call centers

About Intradiem

Intradiem specializes in intelligent automation solutions tailored for call centers and customer service teams. Their software automates routine tasks, enhancing workforce management and improving productivity, employee engagement, and customer experience. Clients, including both remote and in-person teams, subscribe to their Software-as-a-Service (SaaS) platform, which is accessible online and can be implemented quickly, often within 12 weeks. Intradiem's software processes large amounts of data in real-time, taking immediate actions based on set rules, which helps reduce operating costs and keeps agents engaged. The company stands out by seamlessly integrating with existing call center software and utilizing artificial intelligence for real-time decision-making. Intradiem's goal is to optimize workforce management, promising significant cost savings and improved results for their clients, making their solution a valuable asset for customer service operations.

Alpharetta, GeorgiaHeadquarters

1995Year Founded

$29.4MTotal Funding

DEBTCompany Stage

Enterprise Software, AI & Machine LearningIndustries

201-500Employees

Risks

High attrition rates in call centers could challenge long-term client relationships.

Recent leadership changes may lead to strategic shifts disrupting operations.

Reliance on SaaS solutions makes Intradiem vulnerable to cybersecurity threats.

Differentiation

Intradiem offers the only complete Intraday Automation solution for frontline workforces.

Their AI-powered technology processes massive data in real-time for immediate action.

Intradiem's solution integrates seamlessly with existing call center and workforce management software.

Upsides

Intradiem's AI predicts agent attrition with 80% accuracy, improving to 90% in 2024.

Partnerships with companies like Genesys enhance customer service solutions.

The SaaS model ensures quick implementation, with clients going live within 12 weeks.

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