Strategic Account Manager

March 19

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Intradiem

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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.

Advanced Intraday Automation • Contact Center Automation • Real-Time Automation • Agent Development & Performance • WFM Automation

51 - 200 employees

💰 $35M Debt Financing on 2021-11

📋 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 This Role Will Be Doing: • Responsible for maximizing Intradiem’s revenue within assigned accounts by developing new and managing existing customer sponsor and stakeholder relationships, communicating the current and future value opportunities, managing the renewal process, and partnering with cross-functional internal groups to effectively serve customers.  • Develop strategic account plans that provide an organizational map, including subsidiaries and key sponsors and stakeholders across functions that include operations, IT, and senior leadership. • Understand the customer’s vision, priorities, and challenges and develop/execute a communication strategy and plan that outlines how Intradiem’s current and planned capabilities will help key sponsors and stakeholders succeed. • Manage an annual quota by developing and maintaining a forecast and pipeline of customer opportunities. • Lead and manage the customer contract negotiation and renewal process, including selling uplift/renewals, ensuring alignment with customer goals and technical environment requirements. • Demonstrate a comprehensive understanding of enterprise SaaS sales methodologies and best practices to drive consistent growth and retention across assigned accounts. • Follow the Strategic Account Management Playbook to execute value-based strategies and plans. • Develop and foster relationships with key decision-makers and stakeholder groups to educate, retain, and sell additional solutions and value. • Identify and sell to additional business units and subsidiaries that could benefit from Intradiem’s solution. • Maintain a deep understanding of customers’ technical environments, identifying opportunities where Intradiem’s solution can align with and enhance existing systems and workflows. • Participate in regular account reviews with customers and partner cross-functionally to develop associated action plans to support retention and growth of the Intradiem platform. • Travel up to 25%.  • Conduct all business in accordance with Intradiem’s policies and procedures. • Perform all other duties as assigned.

🎯 Requirements

• Bachelor’s degree required. • 8+ years of SaaS sales experience. • 2-4 years of contract negotiation experience required. • Contact center background. • Proven track record with developing and maintaining strong customer relationships based on software and service value propositions. • Strong technical acumen, with the ability to understand and communicate about customers' technical environments and align solutions to meet their needs. • Experience interfacing with customers, sales, consulting services, and executive management. • Experience with Salesforce CRM required. • Demonstrates integrity and builds trust. • Excellent written and oral communication skills, including presentation skills. • Customer-oriented with proven ability to sell value through a Consultative Selling approach. • Ability to be the lead relationship manager and effectively interface and communicate with a range of customer personas, including Operations, Workforce Management, IT, and Senior Leadership. • Demonstrated ability to understand sales barriers and overcome hurdles to retain and close business. • Demonstrated advanced sales, market research, and business skills. • Proven success in an enterprise software sales environment, with excellent sales, negotiation, and objection handling skills. • Effective verbal and written communication skills with the ability to credibly present recommendations at senior levels in the organization. • Organizational and follow-up skills, problem-solving, and analytical skills. • A proven track record of exceeding quota. • Motivated, goal-oriented with the proven ability to work with minimal direction and maintain a high level of collaboration across internal teams. • Advanced proficiency in Microsoft Excel, PowerPoint, Salesforce, and other relevant technologies that support strategic contract management and quoting processes. • Thorough understanding of financial principles to support and drive effective contract negotiations.