Customer Success Account Manager at Intradiem

Remote, UKFull-timeRemoteSalesPosted 22 days ago

About the Role

<div class="content-intro">Intradiem is reinventing customer service for everyone by helping organizations connect people, technology, and real-time action to create more agile operations and more human experiences.   Who We Are Intradiem is the leader in Dynamic Workforce Orchestration. We help organizations create service agility by connecting people, technology, and real-time data to improve customer experiences and support employees. We believe automation should empower humans, not replace them.   What We Do Our platform turns real-time insights into real-time action. By orchestrating work across customer service teams, we help organizations break down silos, adapt instantly to changing demand, and operate more efficiently without losing the human touch which is essential to customer service.   How We Work We solve real operational problems alongside our customers. Our approach is practical, collaborative, and focused on outcomes. We listen first, build with purpose, and create technology solutions that work in the real world.   Our Culture We’re proud to be a people-first company. We treat employees with trust, respect, and flexibility because great customer experiences start with supported teams. We move fast, collaborate closely, and believe the best ideas come from empowered people working together.   Our Values We encourage 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—We believe in 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—We believe in taking pride in the work we do and creating solutions that actually solve the problem at hand (and trying again if the first attempt doesn't do the trick). Growth Mindset—We believe that progress comes from curiosity, openness, and perseverance. We welcome feedback, embrace change, and push beyond comfort zones to unlock new potential for ourselves, our teams, and our customers.</div><span data-ccp-parastyle="Section Title - Deep Green" data-ccp-parastyle-defn="{"ObjectId":"b392a40c-ec7c-526e-b4e8-3c7f02b21643|1","ClassId":1073872969,"Properties":[469777841,"Tahoma",469777844,"Tahoma",469769226,"Tahoma",268442635,"24",335559738,"240",201342446,"1",201342447,"5",201342448,"1",201342449,"1",469777842,"",469777843,"Tahoma",201341986,"1",469775450,"Section Title - Deep Green",201340122,"2",134234082,"true",134233614,"true",469778129,"SectionTitle-DeepGreen",335572020,"1",335551500,"5343010",335559739,"60",469778324,"Normal"]}">Your Role:  Strategic Account Growth  <ul> <li><span data-ccp-parastyle="Bullets" data-ccp-parastyle-defn="{"ObjectId":"b17967de-4f4d-5ca5-bd27-71d6a901997e|1","ClassId":1073872969,"Properties":[469777841,"Tahoma",469777844,"Tahoma",469769226,"Tahoma",268442635,"22",335559738,"120",201342446,"1",201342447,"5",201342448,"1",201342449,"1",469777842,"",469777843,"Tahoma",201341986,"1",469775450,"Bullets",201340122,"2",134234082,"true",134233614,"true",469778129,"Bullets",335572020,"1",335559682,"24",335559683,"0",134233279,"true",469778324,"Normal",469777804,"}",469777803,"left",469777815,"hybridMultilevel",469769242,"8226",335559685,"288",335559991,"288",536884268,"{b17967de-4f4d-5ca5-bd27-71d6a901997e}{1}",335552541,"1"]}">Maximize Intradiem's revenue within assigned accounts by designing and executing strategic account development initiatives that expand customer value and long-term adoption</li> <li>Manage an annual quota by building and overseeing forecasts and pipelines of customer opportunities, applying advanced business judgment</li> <li>Lead contract negotiation and renewal strategy, including structuring uplift/expansion opportunities and ensuring alignment with customer objectives</li> <li>Develop and maintain comprehensive account plans, including organizational maps of subsidiaries, executive sponsors, and key decision-makers across operations, IT, and senior leadership</li> <li>Identify and evaluate opportunities to expand Intradiem's solutions across additional business units and subsidiaries</li> </ul> Customer Success & Value Delivery  <ul> <li>Develop a trusted advisor relationship with Intradiem champions to ensure each customer's use of the solution closely aligns with its business case and strategy</li> <li>Serve as the primary point of contact for assigned accounts, providing real-time assistance and support for day-to-day needs on the Intradiem platform</li> <li>Develop and deliver Success Plans identifying stakeholders, milestones, metrics, risks, and solutions inherent in an Intradiem implementation</li> <li>Own and facilitate reporting and presentations that depict customer value, investment return, opportunities, areas for expansion, operational maturity, and action items</li> <li>Own delivery on expansion opportunities including rules configuration, process and change management advisement, testing support, and launch adoption support</li> </ul> Relationship & Change Management   <ul> <li>Build and foster executive-level relationships, serving as a trusted advisor to influence customer direction and long-term partnership</li> <li>Act as a change management advocate, driving adoption of best practices within customer organizations, ensuring smooth transitions and effective implementation</li> <li>Facilitate change management discussions with customers' operational teams to help them drive adoption of the solution</li> <li data-leveltext="}" data-font="Wingdings 3" data-listid="24" data-list-defn-props="{"134224900":false,"335551500":2262865,"335552541":1,"335559685":288,"335559991":288,"469769226":"Wingdings 3","469769242":[8226],"469777803":"left","469777804":"}","469777815":"hybridMultilevel"}" data-aria-posinset="14" data-aria-level="1">Serve as a strong customer advocate and voice of the customer when engaging with Intradiem teams in Sales, Technical Support, Product Management, and Senior Leadership</li> </ul> Cross-Functional Collaboration   <ul> <li>Partner with internal teams including Product Management, Support, Engineering, and Account Management to track and serve the ongoing needs of assigned accounts</li> <li>Participate in regular executive account reviews, providing insights and collaborating with cross-functional teams to develop long-term customer retention and growth strategies</li> <li>Utilize Customer Health tools to track deliverables, customer contacts, risk, and overall health metrics by account</li> <li data-leveltext="}" data-font="Wingdings 3" data-listid="24" data-list-defn-props="{"134224900":false,"335551500":2262865,"335552541":1,"335559685":288,"335559991":288,"469769226":"Wingdings 3","469769242":[8226],"469777803":"left","469777804":"}","469777815":"hybridMultilevel"}" data-aria-posinset="18" data-aria-level="1">Maintain a deep understanding of customer technical and operational environments, identifying alignment points where Intradiem can add value</li> </ul> Additional Responsibilities  <ul> <li>Travel up to 25% to support executive engagements, customer strategy sessions, and industry events</li> <li>Conduct all business in accordance with Intradiem's policies and procedures</li> <li>Perform all other duties as assigned</li> </ul> Your Background:   <ul> <li>Bachelor's degree required</li> <li>6+ years of SaaS account management, customer success, or enterprise sales experience with demonstrated success in strategic account growth and customer retention</li> <li>2-4 years of contract negotiation and renewal strategy experience</li> <li>Proven track record of developing and maintaining C-level relationships and driving software/service adoption</li> <li>Experience with Salesforce CRM required</li> <li>Contact center and/or Workforce Management background highly preferred</li> <li>Strong technical acumen, with the ability to evaluate and strategically align customer environments with Intradiem's solutions</li> <li>Thorough understanding of financial principles to support complex contract negotiations and growth initiatives</li> <li>Advanced business acumen with strength in market research, financial analysis, and strategic planning</li> <li>Subject matter expert (SME) and consultant in the practical application of SaaS solutions</li> <li>Advanced proficiency in Microsoft Excel, PowerPoint, Salesforce, and other technologies supporting contract analysis and strategic account management</li> <li>Experience with SaaS methodologies and customer success frameworks</li> <li>Excellent communication and interpersonal skills, with the ability to influence, present, and build trust at all levels</li> <li>Strong change management and problem-solving capabilities, including identifying barriers and driving adoption</li> <li>Ability to translate technical concepts for non-technical audiences</li> <li>Highly organized, analytical, and detail-oriented, delivering high-quality work on time</li> <li>Self-motivated and collaborative, with a track record of driving growth and retention</li> <li>Demonstrates integrity, discretion, and sound judgment, particularly with senior stakeholders</li> </ul><div class="content-conclusion">Work Authorization:   Candidates must have the legal right to work in the country where the role is based at the time of application. 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.</div>

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