Senior Solutions Consultant

Summary

Join Intradiem, a technology company reinventing customer service through automation, as a key partner to the sales team. You will work directly with prospects and customers to identify contact center business problems and demonstrate how Intradiem's automation solution provides solutions. Responsibilities include understanding customer needs, developing relationships with key decision-makers, conducting discovery sessions, evaluating business requirements, and aligning Intradiem's solution to meet those needs. You will act as a subject matter expert on contact center operations and Intradiem's solution, developing and communicating customer value and business cases. Collaboration with sales, product management, and service delivery teams is crucial for ensuring smooth sales transitions. The role requires significant travel (25%-50%).

Requirements

• Bachelor’s Degree in Science , Technology, Engineering or Mathematics or a related field, or an equivalent combination of education, training, and work experience
• 5+ years of experience in a contact center operations or WFM role
• In-depth knowledge of contact center operations across WFM, Operations and Supervisory roles
• Demonstrated ability to work with and gain the confidence of contact center sponsors and stakeholders
• Ability to listen to customer needs and effectively align and communicate Intradiem’s solution value proposition
• Must be customer focused and capable of building confidence and trust
• Strong presentation and verbal communication skills
• Demonstrated ability to interface effectively and collaborate with clients, peers, and management to develop solutions and ensure stakeholder buy-in
• Demonstrated ability to accurately analyze information and make sound decisions
• Ability to take initiative and accountability for achieving results
• Excellent interpersonal, oral and written communication skills

Responsibilities

• 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

Benefits

Visa sponsorship is available for this position