Customer Success, Account Manager

🕒 April 1

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💰 Account Manager

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Intradiem

WebsiteLinkedInAll Job Openings

51 - 200 employees

💰 $35M Debt Financing on 2021-11

Intradiem provides Intelligent Automation Solutions for customer service teams. This real-time automation unlocks the value of your center data to maximize productivity, engagement, and customer experience.

📋 Description

• Maximize Intradiem's revenue within assigned accounts by designing and executing strategic account development initiatives that expand customer value and long-term adoption • Manage an annual quota by building and overseeing forecasts and pipelines of customer opportunities, applying advanced business judgment • Lead contract negotiation and renewal strategy, including structuring uplift/expansion opportunities and ensuring alignment with customer objectives • Develop and maintain comprehensive account plans, including organizational maps of subsidiaries, executive sponsors, and key decision-makers across operations, IT, and senior leadership • Identify and evaluate opportunities to expand Intradiem's solutions across additional business units and subsidiaries • 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 • 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 • Develop and deliver Success Plans identifying stakeholders, milestones, metrics, risks, and solutions inherent in an Intradiem implementation • Own and facilitate reporting and presentations that depict customer value, investment return, opportunities, areas for expansion, operational maturity, and action items • Own delivery on expansion opportunities including rules configuration, process and change management advisement, testing support, and launch adoption support • Build and foster executive-level relationships, serving as a trusted advisor to influence customer direction and long-term partnership • Act as a change management advocate, driving adoption of best practices within customer organizations, ensuring smooth transitions and effective implementation • Facilitate change management discussions with customers' operational teams to help them drive adoption of the solution • Partner with internal teams including Product Management, Support, Engineering, and Account Management to track and serve the ongoing needs of assigned accounts • Participate in regular executive account reviews, providing insights and collaborating with cross-functional teams to develop long-term customer retention and growth strategies • Utilize Customer Health tools to track deliverables, customer contacts, risk, and overall health metrics by account • Maintain a deep understanding of customer technical and operational environments, identifying alignment points where Intradiem can add value • Travel up to 25% to support executive engagements, customer strategy sessions, and industry events • Conduct all business in accordance with Intradiem's policies and procedures • Perform all other duties as assigned.

🎯 Requirements

• Bachelor's degree required • 6+ years of SaaS account management, customer success, or enterprise sales experience with demonstrated success in strategic account growth and customer retention • 2-4 years of contract negotiation and renewal strategy experience • Proven track record of developing and maintaining C-level relationships and driving software/service adoption • Experience with Salesforce CRM required • Contact center and/or Workforce Management background highly preferred • Strong technical acumen, with the ability to evaluate and strategically align customer environments with Intradiem's solutions • Thorough understanding of financial principles to support complex contract negotiations and growth initiatives • Advanced business acumen with strength in market research, financial analysis, and strategic planning • Subject matter expert (SME) and consultant in the practical application of SaaS solutions • Advanced proficiency in Microsoft Excel, PowerPoint, Salesforce, and other technologies supporting contract analysis and strategic account management • Experience with SaaS methodologies and customer success frameworks • Excellent communication and interpersonal skills, with the ability to influence, present, and build trust at all levels • Strong change management and problem-solving capabilities, including identifying barriers and driving adoption • Ability to translate technical concepts for non-technical audiences • Highly organized, analytical, and detail-oriented, delivering high-quality work on time • Self-motivated and collaborative, with a track record of driving growth and retention • Demonstrates integrity, discretion, and sound judgment, particularly with senior stakeholders.

🏖️ Benefits

• 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.