Senior Strategic Account Manager
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 Account Manager will be responsible for maximizing Intradiem’s opportunity and revenue within assigned accounts. This is accomplished by identifying and establishing a broad range of relationships in key strategic accounts and educating them on items including, the value of Intradiem, the Intradiem opportunity and relevant thought leadership. The Strategic Account Executive will work cross-functionally, including Success Management, Marketing and Support, to educate and make large, complex organizations successful with Intradiem’s automation solution.
Success requires being able to educate and build confidence in the value of change through automation from Intradiem across a range of personas, sponsors and stakeholders.
What Will You Be Doing?
- Maximize customer value and associated customer revenue opportunities by applying enterprise SaaS best practices and Intradiem’s customer success playbook
- Lead and proactively manage Intradiem’s business and IT relationships at assigned accounts
- Develop account-specific organizational structures and related account plans, including a range of personas (Contact Center, IT, Senior Executives, CX) and value-add
- Execute the account plan with the goal of broad awareness and understanding of Intradiem’s value and opportunity
- Learn about the organization’s priorities, challenges and other key technology and process improvement projects
- Execute and contribute to Intradiem’s customer journey playbook
- Collaborate with Success Management team to proactively assess, clarify and validate customer needs on an ongoing basis
- Understand, embrace and execute team selling principles
- Collaborate with support to ensure any customer issues are resolved and communicated
- Travel up to 25%
What Will You Need To Succeed?
- Top-down strategic thinker and problem solver (dissect complex organizations)
- Ability to build rapport, communicate with and deliver value to a broad range of personas, including contact center, senior execs, IT, etc. – positions Intradiem as a strategic partner vs. a vendor
- Ability to work and collaborate with cross-functional teams
- Strong written and interpersonal communication skills
- Strong time management skills and ability to manage multiple, concurrent activities and tasks
- Thrives and is passionate about researching and using information to establish and build relationships within accounts
- Cross-functional collaborator and team sales champion who pulls in and coordinates a broad spectrum of resources to create customer success, including senior management, marketing, success management, support and IT
- Passionate about customer and sponsor and stakeholder success
Other Requirements:
- Bachelors Degree required
- Minimum 5 years of SaaS selling experience into the contact center
- Experience mapping organizations, building account plans and building relationships in large, complex organizations
- History of demonstrated sales and account management results
- Ability 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.