Your RoleThe 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 ResponsibilitiesDevelop 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 BackgroundExtensive 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 desirableAbility to travel to internal in-person company events 3-4 times per year.
