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Customer Success Consultant

4 months ago

Alpharetta, United States Intradiem Full time
Job DescriptionJob Description

Intradiem's intelligent automation solution for customer service teams is reinventing customer service for everyone.

Who We Are

Intradiem is a technology company on a mission to reinvent customer service through automation.

What We Do

We develop innovative, AI-powered Intelligent Automation solutions for contact center and back-office teams. Our solutions currently support hundreds of thousands of customer service agents for brand-name organizations, powering hundreds of millions of automated actions saving customers tens of millions each year.

How We Work

We take a "problem-out" approach, asking customers to help us understand their business problems, exploring potential solutions together, incorporating their feedback, and releasing solutions that solve those problems.

Our Culture

We take a "people-first" approach, treating employees, customers and each other with the dignity and respect we all deserve. Intradiem employees enjoy a family-first culture, transparent leadership, and unfettered growth opportunities.

Our Values

We believe in service, encouraging 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—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—taking pride in the work we do and creating solutions that really solve the problem at hand (and trying again if the first attempt doesn't do the trick).
  • Revolutionary Spirit—leaving the world a better place than it was when we found it, and doing things we would be proud to brag about to our grandchildren.

What Need Can You Fill?

The Customer Success Consultant helps customers get the most out of their investment in Intradiem by providing onboarding and fee-based business and managed services. They act as a subject matter expert during implementation, configure application modules, manage expectations, and maintain positive customer relationships. The role requires collaboration with cross-functional teams and occasional travel to customer sites.

What Will You Be Doing?

  • Facilitate business decision meetings with the customer's business team and other Intradiem champions, acting as the Intradiem functional subject matter expert (SME), trusted advisor and business consultant during the implementation of the Intradiem solution.
  • Create high quality deliverables (and supporting processes and documentation) for fee-based professional and managed services offerings for our customers.
  • Deliver Intradiem professional and managed services to customers such as data analytics and reporting, gathering and analyzing detailed customer usage and performance data on a monthly basis to identify and communicate key trends, opportunities for improvement, and recommended actions for customers.
  • Develop a trusted advisor relationship with customer executives and other Intradiem champions in order to effectively consult the customer on Intradiem best practices and proven use cases to ensure customers are positioned to derive maximum value and net benefit from their investment in Intradiem.
  • Configure the solution to the customer's functional specifications as defined during the business decisions meetings.
  • Provide launch support to the customer's business team and other Intradiem champions to facilitate the implementation of the Intradiem solution and Intradiem best practices to ensure successful adoption of the Intradiem solution.
  • Track and measure the initial adoption of Intradiem against well-defined goals and objectives and provide quantified data to customers and internal Intradiem teams.
  • Maintain strong working relationships with other Intradiem customer facing personnel in the Sales, Customer Success, Professional Services, Support, Marketing, Product Management and Engineering teams.
  • Collaborate with internal subject matter experts to research, create and deliver high quality fee-based services to customers
  • Identify, document and communicate best practices.
  • Conduct all business in accordance with Intradiem policies and procedures.
  • All other duties as assigned. Communication

What Will You Need To Succeed?

  • Excellent Change Management skills, including the ability to influence, motivate and persuade.
  • Advanced Microsoft Excel skills, including use of advanced formulas, tables & formatting, conditional formatting, advanced charting, pivot tables, and macros.
  • Proficiency in using other Microsoft Office software, including Word, PowerPoint and Outlook.
  • Strong ability to convey functional information to non-technical personnel at all levels; and good listening skills to translate requirements from non-technical customers into requirements for the Product Management team.
  • Excellent interpersonal skills and ability to build trusted relationships with individuals at all levels of an organization.
  • Excellent written and oral communication skills, including presentation skills and ability to consult remotely and onsite.
  • Desire and ability to proactively research solutions and best practices.
  • Excellent reasoning and analytical skills.
  • Strong customer focus and service orientation.
  • Self-driven, with excellent time management skills.
  • Hands on, individual contributor and collaborative team player.

Education Requirements:

  • Bachelor's degree or 2-5 years of Contact Center and/or Workforce Management experience.
  • Experience with business consulting and process improvement preferred.
  • Experience interfacing with customers, sales, consulting services and executive management.
  • Experience with SaaS software solutions preferred.

Must be able to travel to internal in-person company events 3-4 times per year

Work Authorization:

Candidates for positions with Intradiem must be legally authorized to work in the United States. 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.