Intradiem

Solutions Engineer

• Lead technical discussions with clients throughout the project lifecycle.
• Technical solution requirements gathering, design, and delivery.
• Manage the implementation of SaaS integrations.
• Troubleshoot technical issues by confirming the validity of the problem, seeking known solutions, and compiling detailed documentation as required.
• Understand and follow Intradiem’s and the customer’s change management process.
• Proactively support and partner with the Project Managers, Implementation Consultants and Success Managers throughout the project lifecycle to design and implement solutions for the client.
• Design and conduct Systems Integration Testing (SIT) prior to launching the Intradiem solutions.
• Develop and maintain technical documentation specific to the client in order to support Technical Delivery and integrations.
• Work with internal teams to implement hot fixes and upgrades as necessary.
• U.S. and International travel to customer sites as necessary, averaging 10%.
• Conduct all business in accordance with Intradiem’s policies and procedures.
• Perform all other duties as assigned.

Senior Systems Integration Engineer

Customer Success Manager

• Develop a trusted advisor relationship with Intradiem champions within customer organizations to ensure each customer’s use of the Intradiem solution closely aligns with its business case and business strategy.
• Serve as trusted point of contact for a set of assigned accounts, providing client assistance and best practice support for the Intradiem platform, including its usage and its adoption.
• Be a recognized subject matter expert (SME) and consultant in the practical application of the Intradiem solution.
• Develop and deliver Success Plans to customers by identifying stakeholders, milestones, metrics, risks, and solutions inherent in an Intradiem implementation.
• Develop strategic relationships with client executives and other key stakeholders to identify, define, track, and measure the overall benefit of Intradiem to an organization ensuring maximum value and driving retention and growth.
• Own and facilitate reporting and presentations that depict Customer value, investment return, opportunities, areas for expansion, operational maturity, action items and success planning.

Account Manager

• Own the partner relationship (assigned partners) and act as the key point of contact for all partner-sales activities and grow the number of actively engaged partner sellers within each assigned partner
• Develop, execute, and manage joint opportunities with partners: set pre-pipeline and pipeline targets, enablement, pipeline tracking and bookings
• Drive partner-generated pipeline: work with partners to identify leads, co-sell opportunities, register deals, qualify them, and help support the sales cycle to close
• Support the partner in closing deals: provide deal support (pre-sales, demos, proof of value, ROI/business case, objection handling), coordinate internal resources (sales, product specialists, services, legal/finance as needed) to ensure deal success
• Enable partner sales teams: deliver product/solution training, value-proposition messaging, sales tools and assets, competitive positioning, pricing guidance, and sales-play development
• Monitor partner performance: track partner engagement, pipeline, bookings, revenue, margin, partner KPIs, provide business reviews
• Onboard partners (where applicable): define partner profile, evaluate partner capabilities, ensure onboarding/training, enablement, partner certification and readiness
• Collaborate with internal cross-functional teams (direct sales, marketing, product, services, operations) to align partner strategy and ensure smooth partner execution
• Manage partner marketing and go-to-market plans: drive co-marketing campaigns, events, webinars, SPIFF/support programs, lead generation efforts with partners
• Provide competitive, market & partner ecosystem feedback: share insights on partner business models, competitor channel motions, market trends, partner needs and propose enhancements to partner program
• Maintain data accuracy: update CRM (Salesforce) systems (pre-pipeline, pipeline, partner contact data, deal registration status, forecasts), report regularly to leadership
• Travel as required to partner meetings, conferences, trade shows, joint customer visits.

Channel Account Manager

• Responsible for maximizing Intradiem’s revenue within assigned accounts
• Develop strategic account plans
• Understand the customer’s vision, priorities and challenges
• Manage an annual quota
• Lead and manage the customer contract negotiation and renewal process
• Demonstrate a comprehensive understanding of enterprise SaaS sales methodologies and best practices
• Follow the Strategic Account Management Playbook
• Develop and foster relationships with key decision makers
• Maintain a deep understanding of customers’ technical environments
• Participate in regular account reviews with customers
• Travel up to 25%
• Conduct all business in accordance with Intradiem’s policies and procedures
• Perform all other duties as assigned

Senior Strategic Account Manager

• Partner with the sales team in working directly with prospects and customers to help uncover common business problems within the contact center and then demonstrates how Intradiem’s automation solution can help solve those business problems.
• Understand the customer’s contact center vision, business plan, roadmap and align Intradiem’s use cases to meet customer needs.
• Develop and foster relationships with key decision makers and contact center leaders and demonstrate contact center and Intradiem solution value competency and expertise.
• Conduct in-depth discovery sessions in support of the customer value identification process.
• Evaluate business requirements and align the appropriate use cases of the Intradiem solution as part of a consultative sales process.
• Be the subject matter expert on contact center operations, Intradiem’s solution and vision and roadmap and apply it to solve customer challenges.
• Responsible for using prescribed tools to develop and communicate customer value and business cases.
• Participate in customer discovery sessions, value and business case reviews and business requirements sessions.
• Conduct solution demonstrations and align functionality and value to customer pain points.
• Coordinate and interface with Sales, Product Management and Service Delivery to surface and discuss customer needs and insights.
• Partner with Sales to close new logo and add-on business with customers.
• Interface with the implementation/project team, articulating customer requirements, to ensure smooth sales to service hand-offs.
• Ability to travel 25%-50%.
• Conduct all business in accordance with Intradiem’s policies and procedures.
• Perform all other duties as assigned.

Senior Solutions Consultant

Analyst

• Support technical discussions with current and future clients during Technical Design.
• Seek to understand the customer environment in detail in order to ensure integration compatibility.
• Communicate integration prerequisites and documentation.
• Leads discussions regarding network and security requirements with current and future clients.
• Discuss software and hardware requirements with current and future clients.
• Accurately track and communicate prerequisite status internally and externally.
• Proactively drive internal and external resources to complete all technical design tasks within SLAs to support client implementation.
• Understand and follow Intradiem’s and the customer’s change management process.
• Proactively supports and partners with the Project Managers, Implementation Consultants, and Success Managers.
• Complete validation of completed technical prerequisites including validating connectivity.
• Develop and maintain technical documentation specific to the client.
• Facilitate handoff to the Technical Delivery team.
• Conduct all business in accordance with Intradiem’s policies and procedures.
• Perform all other duties as assigned.

Technical Design Analyst

Director

• The Director of Technical Experience (Support) is a strategic and operational leader responsible for ensuring our customers receive seamless, efficient, and high-quality Technical Experience across the Intradiem platform.
• Blending incident-management expertise, strategic vision, cross-functional collaboration, and a people-first mindset, this leader guides a global SaaS Support Organization that resolves complex issues and drives continuous improvement.
• They play a key role in establishing and communicating a clear vision for Technical Support excellence, aligning team efforts to broader business objectives and elevating customer satisfaction; grounded in Intradiem’s Servant’s Heart, Craftsman’s Attitude, and Revolutionary Spirit.
• Your Role: As the Director of Technical Experience (Support), you will:
• Set Support Strategy and Vision: Craft and execute a multi-year roadmap that scales 24×7 global support and aligns with company objectives.
• Drive Operational Excellence: Establish, track, and continuously improve KPIs for incident management, customer effort, and CSAT/NPS.
• Lead and Develop Talent: Recruit, mentor, and retain top Technical Support Engineers, fostering a high-performance, growth-oriented culture.
• Own Executive Escalations: Serve as the senior escalation point for critical issues, ensuring swift resolution and clear stakeholder communication.
• Champion Process & Tooling: Advance ITSM practices, automation, and self-service capabilities to reduce time-to-resolution and customer effort.
• Collaborate Cross-Functionally: Partner with Product, Engineering, and Customer Experience to influence the roadmap and close the feedback loop.
• Manage Budgets & Partners: Optimize internal and outsourced resourcing models while meeting service-level commitments.
• Stay abreast of industry trends, emerging technologies, and best practices to maintain a competitive edge in Technical Support.
• Serve as a thought partner in scaling the Technical Experience team.
• Conduct all business in accordance with Intradiem policies and procedures.
• All other duties as assigned.
• Your Background:
• Bachelor’s in Computer Science, Engineering, or related field (Master’s or certifications such as ITIL preferred).
• 12+ years in Technical Support / SaaS environments with 5+ years leading large, cross-functional teams.
• Proven success in strategic planning, KPI-driven decision making, and process innovation.
• Deep expertise with contact-center technologies (ACD, WFM, LMS) and complex third-party integrations; networking knowledge a plus.
• Exceptional communication and stakeholder-management skills, able to influence at all organizational levels.
• Demonstrated ability to build, coach, and scale high-performing, geographically distributed teams.
• Success Metrics:
• Customer Effort & Satisfaction: Improve CSAT/NPS by driving incident-resolution speed and quality while reducing customer effort.
• Operational Efficiency: Reduce Average Case Resolution Time (ACRT) and increase first-contact resolution through process and tooling enhancements.
• Scalability: Meet growing case volumes without proportional headcount increases by leveraging automation, self-service, and optimized staffing models.
• Talent Retention: Increase eNPS scores within the Technical Support organization.
• Budget Adherence: Deliver support services within allocated budget while maintaining agreed service levels.