Intradiem is reinventing customer service for everyone by helping organizations connect people, technology, and real-time action to create more agile operations and more human experiences.

Who We Are
Intradiem is the leader in Dynamic Workforce Orchestration. We help organizations create service agility by connecting people, technology, and real-time data to improve customer experiences and support employees. We believe automation should empower humans, not replace them.

What We Do
Our platform turns real-time insights into real-time action. By orchestrating work across customer service teams, we help organizations break down silos, adapt instantly to changing demand, and operate more efficiently without losing the human touch which is essential to customer service.

How We Work
We solve real operational problems alongside our customers. Our approach is practical, collaborative, and focused on outcomes. We listen first, build with purpose, and create technology solutions that work in the real world.

Our Culture
We’re proud to be a people-first company. We treat employees with trust, respect, and flexibility because great customer experiences start with supported teams. We move fast, collaborate closely, and believe the best ideas come from empowered people working together.

Our Values

We encourage 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—We believe in 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—We believe in taking pride in the work we do and creating solutions that actually solve the problem at hand (and trying again if the first attempt doesn't do the trick).

Growth Mindset—We believe that 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:

Strategic Account Growth

Maximize Intradiem's revenue within assigned accounts by designing and executing strategic account development initiatives that expand customer value and long-term adoption
Manage an annual quota by building and overseeing forecasts and pipelines of customer opportunities, applying advanced business judgment
Lead contract negotiation and renewal strategy, including structuring uplift/expansion opportunities and ensuring alignment with customer objectives
Develop and maintain comprehensive account plans, including organizational maps of subsidiaries, executive sponsors, and key decision-makers across operations, IT, and senior leadership
Identify and evaluate opportunities to expand Intradiem's solutions across additional business units and subsidiaries

Customer Success & Value Delivery

Develop a trusted advisor relationship with Intradiem champions to ensure each customer's use of the solution closely aligns with its business case and strategy
Serve as the primary point of contact for assigned accounts, providing real-time assistance and support for day-to-day needs on the Intradiem platform
Develop and deliver Success Plans identifying stakeholders, milestones, metrics, risks, and solutions inherent in an Intradiem implementation
Own and facilitate reporting and presentations that depict customer value, investment return, opportunities, areas for expansion, operational maturity, and action items
Own delivery on expansion opportunities including rules configuration, process and change management advisement, testing support, and launch adoption support

Relationship & Change Management

Build and foster executive-level relationships, serving as a trusted advisor to influence customer direction and long-term partnership
Act as a change management advocate, driving adoption of best practices within customer organizations, ensuring smooth transitions and effective implementation
Facilitate change management discussions with customers' operational teams to help them drive adoption of the solution
Serve as a strong customer advocate and voice of the customer when engaging with Intradiem teams in Sales, Technical Support, Product Management, and Senior Leadership

Cross-Functional Collaboration

Partner with internal teams including Product Management, Support, Engineering, and Account Management to track and serve the ongoing needs of assigned accounts
Participate in regular executive account reviews, providing insights and collaborating with cross-functional teams to develop long-term customer retention and growth strategies
Utilize Customer Health tools to track deliverables, customer contacts, risk, and overall health metrics by account
Maintain a deep understanding of customer technical and operational environments, identifying alignment points where Intradiem can add value

Additional Responsibilities

Travel up to 25% to support executive engagements, customer strategy sessions, and industry events
Conduct all business in accordance with Intradiem's policies and procedures
Perform all other duties as assigned

Your Background:

Bachelor's degree required
6+ years of SaaS account management, customer success, or enterprise sales experience with demonstrated success in strategic account growth and customer retention
2-4 years of contract negotiation and renewal strategy experience
Proven track record of developing and maintaining C-level relationships and driving software/service adoption
Experience with Salesforce CRM required
Contact center and/or Workforce Management background highly preferred
Strong technical acumen, with the ability to evaluate and strategically align customer environments with Intradiem's solutions
Thorough understanding of financial principles to support complex contract negotiations and growth initiatives
Advanced business acumen with strength in market research, financial analysis, and strategic planning
Subject matter expert (SME) and consultant in the practical application of SaaS solutions
Advanced proficiency in Microsoft Excel, PowerPoint, Salesforce, and other technologies supporting contract analysis and strategic account management
Experience with SaaS methodologies and customer success frameworks
Excellent communication and interpersonal skills, with the ability to influence, present, and build trust at all levels
Strong change management and problem-solving capabilities, including identifying barriers and driving adoption
Ability to translate technical concepts for non-technical audiences
Highly organized, analytical, and detail-oriented, delivering high-quality work on time
Self-motivated and collaborative, with a track record of driving growth and retention
Demonstrates integrity, discretion, and sound judgment, particularly with senior stakeholders

Work Authorization:

Candidates must have the legal right to work in the country where the role is based at the time of application. 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.