Overview
The Success Manager guides Intradiem clients from business requirements through launch and then participates in on going relationships as a trusted advisor, responsible for driving adoption and benefit realization of the Intradiem solution within a defined set of customers.
This individual should be comfortable consulting and influencing customers, backed by a strong understanding of the customers’ business objectives and the capabilities of the Intradiem solution.
Responsibilities
- Take a lead role in uncovering opportunities for Intradiem to improve our customer’s business process during presales meetings and workshops.
- Facilitate discussions with customer’s operational team to help them plan for our solution.
- Develop a trusted advisor relationship with Intradiem champions within customer organizations to ensure each customer’s use of theIntradiem solution closely aligns with its business case and business strategy.
- Ensure customers derive maximum value and net benefit from their investment in Intradiem.
- Maintain strong working relationships with other Intradiem customer facing personnel in Sales, Operations, Product Management andSenior Management teams to support customers’ goals and drive adoption of the Intradiem solution.
- Track and measure the net benefits of Intradiem against well-defined customer cost reduction goals and objectives and provide quantified data to customers and internal Intradiem teams.
- Possess a comprehensive understanding of the Intradiem solution in order to serve as a subject matter expert (SME) and consultant.
- Identify product improvement opportunities and work with the Intradiem Product Management team to develop new features and functionality within the solution to support customer objectives.
Key Skills:
- Strong communication, listening, and presentation skills with ability to address objections or concerns on the fly
- Strong customer-focus and service orientation.
- Excellent interpersonal skills and ability to build trusted relationships with individuals at all levels of an organization.
- Ability to consult with customers onsite and remotely at the executive level, and at the business operation and technical levels.
- Excellent Change Management skills, including the ability to influence, motivate and persuade.
- Ability to convey technical information to non-technical personnel at all levels
- Strong analytical and problem-solving abilities.
- Self-directed, organized, and detail-oriented, with an eye toward high quality and on time work.
- Willing to travel up to 25%.
Required Experience & Education:
- Minimum of a Bachelors’ Degree in a technical field or relevant post graduate experience
- Minimum five (5) plus years of relevant work experience, with three (3) plus years of consulting or presales experience.
- Experience interfacing with customers, sales, consulting services and executive management.
- Experience with SaaS software solutions preferred.
- Contact center software or operations experience highly desirable
About Intradiem:
Intradiem is the leader in intraday automation solutions for multi-channel contact centers. Intradiem’s customers achieve an invincible customer experience with a real-time workforce by automating manual processes such as intraday task management, intraday staffing, reskilling, channel balancing, and real-time alerts.
Intradiem empowers an immediate and consistent response to unpredictable events and changing conditions, resulting in labor savings, improved employee performance and a better overall customer experience. More than 450,000 contact center, field service, retail, bank branch, and back office employees around the world use Intradiem’s solution every day.