Customer Success Consultant

Intradiem

About The Position

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). Growth Mindset - We believe progress comes from curiosity, openness, and perseverance. We welcome feedback, embrace change, and push beyond comfort zones to unlock new potential for ourselves, our teams, and our customers. Your Role: Lead business decision meetings as the subject matter expert (SME) and trusted advisor, providing strategic guidance and consultation with customer's business team and Intradiem champions during implementations at a large healthcare customer. Manage multiple implementation projects, ensure timely completion with quality results, prioritize responsibilities, and effectively track progress. Build trusted advisor relationships with the customer’s executives and Intradiem champions to consult on best practices and proven solutions, maximizing the value and benefits of their Intradiem investment. Configure and manage the solution to align with the customer's objectives and requirements identified during business delivery meetings. Provide launch as well as ongoing support to the customer’s business team and other Intradiem champions, ensuring successful adoption by implementing Intradiem solutions and best practices. Provide troubleshooting support to assist with tracking and measuring the initial adoption of Intradiem against customer defined goals and objectives to ensure successful implementation and usage. Collaborate with internal cross-functional teams to develop and deliver high-quality services, maintaining strong working relationships to ensure customer satisfaction. Identify, document and communicate best practices, key trends, and process improvements. Conduct all business in accordance with Intradiem policies and procedures. All other duties as assigned.

Requirements

Bachelor's degree or 5+ years of experience in project management, software implementation, or Workforce Management role.
Have 3+ years experience with business consulting and process improvement.
Experience interfacing with external customers, sales, consulting services and executive management.
Experience with SaaS software solutions.
Excellent Change Management skills, including the ability to influence, motivate and persuade.
Strong experience with Microsoft Excel, Word, and PowerPoint
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

Nice To Haves

Experience in the healthcare industry is preferred
Experience with contact centers is preferred

Responsibilities

Lead business decision meetings as the subject matter expert (SME) and trusted advisor, providing strategic guidance and consultation with customer's business team and Intradiem champions during implementations at a large healthcare customer.
Manage multiple implementation projects, ensure timely completion with quality results, prioritize responsibilities, and effectively track progress.
Build trusted advisor relationships with the customer’s executives and Intradiem champions to consult on best practices and proven solutions, maximizing the value and benefits of their Intradiem investment.
Configure and manage the solution to align with the customer's objectives and requirements identified during business delivery meetings.
Provide launch as well as ongoing support to the customer’s business team and other Intradiem champions, ensuring successful adoption by implementing Intradiem solutions and best practices.
Provide troubleshooting support to assist with tracking and measuring the initial adoption of Intradiem against customer defined goals and objectives to ensure successful implementation and usage.
Collaborate with internal cross-functional teams to develop and deliver high-quality services, maintaining strong working relationships to ensure customer satisfaction.
Identify, document and communicate best practices, key trends, and process improvements.
Conduct all business in accordance with Intradiem policies and procedures.
All other duties as assigned.