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. 

Our patented AI-powered technology processes the massive amounts of data generated by your center - in real-time - and takes immediate action to support staff working in the center or remotely - every minute of every day. 

This intelligent technology has been built on the management best practices of dozens of the world’s leading brands, and it continues to become more powerful every day. 

The result for customers is increased productivity and a guaranteed return on investment, with typically a 2x payback in year one and a 3-5x return in subsequent years. 
 
We are powering over 1 billion automated actions annually and have saved our customers over $100 million in annualized savings, all while improving employee engagement and the end-customer experience.

Intradiem

Operations

Leading Customer Experience programs for Intradiem's automation solutions.

• Provide leadership to CX CoE (Center of Excellence), guiding and overseeing the team to ensure efficiency, quality, and exceptional customer experiences.
• Enable, coach, mentor, and grow a team of exceptional Customer Experience professionals.
• Ensure that CX CoE strategic priorities are in alignment with Intradiem's overarching mission and vision, collaborating with Customer Success, Customer Sales, and other teams to effectively realize these strategic goals.
• Develop and execute a multi-year CX roadmap based on the CX vision and strategy.
• Ensure that CX CoE complies with relevant industry best practices and Intradiem standards.
• Champion the voice of the customer across all departments, ensuring customer insights drive business decisions.
• Oversee and lead the Customer Health Program, ensuring it effectively measures and monitors the health and satisfaction of our customers. Collaborate with cross-functional teams to develop and execute strategies for improving customer health and reducing churn.
• Oversee and lead efforts to continuously assess and enhance CX Operations by identifying inefficiencies, streamlining procedures, and implementing strategies to ensure that customer interactions are smooth and effective.
• Oversee and lead efforts to utilize customer data to gain insights into customer behavior and needs. Create reports and dashboards that monitor key performance indicators (KPIs) and customer success metrics.
• Oversee and lead the creation of detailed customer journey maps to identify pain points, bottlenecks, and opportunities for improvement in the customer experience. Implement changes that enhance the overall journey and customer satisfaction.
• Oversee and lead the effective utilization of CX tools and technology. Evaluate the need for new tools or software and ensure that the existing technology stack supports efficient operations.
• Oversee and lead transformation initiatives, ensuring projects align with strategic objectives and are delivered on time and within budget. Drive change management processes to support CX transformation efforts.
• Oversee and lead cross-functional projects that enhance the customer experience. Ensure projects deliver on their objectives, providing visibility into progress and outcomes to stakeholders.
• Conduct all business in accordance with Intradiem policies and procedures.
• All other duties as assigned.

CX Operations Manager

Administration

Manage contracts and legal documentation for automation solution company.

•Coordinate contract approvals, signatures, contract searches, organization, and filings.
•Contribute to and track short and long term projects.
•Maintain internal legal and business facing resources (i.e. Trainings, FAQ’s, etc.).
•Effectively use and manage all software, systems, and tools leveraged by the business.
•General administrative support including calendaring meetings and assisting with presentations.

Contracts Administrator

Support Engineer

Provide technical support for automated customer service solutions.

• Proactively communicate and document issue status to internal teams and customers.
• Track and manage issues using standard tools such as Salesforce and Jira.
• Prioritize issues of varying severity and effectively manage the resolution or escalation of all issues within accepted service levels.
• Apply technical expertise, product knowledge, and problem-solving skills to diagnose and resolve customer reported problems.
• Partner with Technical Operations, Success Management, and Implementation teams to escalate and resolve cases that have significant business impact to the customer and/or Intradiem.
• Exercise sound professional judgement in analysis of customer issues in order to provide timely resolution.
• Provide excellent customer support while troubleshooting technical issues via phone, web-based tools and email.
• Conduct all business in accordance with Intradiem policies and procedures.
• Perform all other duties as assigned.

Technical Support Engineer

Provide technical support and troubleshooting for AI-powered automation solutions.

• Proactively communicate and document issue status to internal teams and customers.
• Track and manage issues using standard tools such as Salesforce and Jira.
• Prioritize issues of varying severity and effectively manage the resolution or escalation of all issues within accepted service levels.
• Apply technical expertise, product knowledge, and problem-solving skills to diagnose and resolve customer reported problems
• Partner with Technical Operations, Success Management, and Implementation teams to escalate and resolve cases that have significant business impact to the customer and/or Intradiem.
• Exercise sound professional judgement in analysis of customer issues in order to provide timely resolution.
• Provide excellent customer support while troubleshooting technical issues via phone, web-based tools and email.
• Conduct all business in accordance with Intradiem policies and procedures.
• Perform all other duties as assigned.

Diagnose and resolve customer reported problems using automation solutions.

Account Executive

Develop sales strategies and build relationships to drive Intradiem's customer service automation solutions.

• Responsible for planning, developing and executing proven sales strategies against assigned accounts, to meet an established quota.
• Close new logo business in assigned accounts to achieve quota.
• Research assigned accounts and develop structured and well thought out organizational charts and target contacts by target persona.
• Develop and execute plans to create awareness, engagement and opportunities within target accounts.
• 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 interactive discovery meetings and align Intradiem’s value with the target account’s priorities and challenges, while positioning Intradiem as a strategic partner.
• Coordinate complex sales cycles and employ effective team selling strategies to gain budget, priority and momentum across a range of sponsors and stakeholders, including contact center, executives and IT.
• Partner with and help multiple sponsors and stakeholders overcome internal obstacles, blockers and objectives to successfully help them purchase Intradiem’s solution.
• Be competent regarding contact center operations and Intradiem’s solution, vision and roadmap.
• Manage a new bookings quota and participate in account planning and forecast reviews.
• Travel up to 25%.
• Conduct all business in accordance with Intradiem’s policies and procedures.
• Perform all other duties as assigned.

Senior Account Executive

Program Manager

Oversee and coordinate multiple programs for AI-powered customer service automation solutions.

• We are seeking an exceptionally motivated and detail-oriented Program Manager to join our forward-thinking team.
• This pivotal role requires a candidate who is adept at overseeing and coordinating multiple programs and embodies a deep passion for driving success and efficiency in every initiative.
• Your mission will be to champion the pursuit of excellence across all programs, fostering an environment that thrives on innovation and exceptional service delivery.

Lead Customer Experience team to ensure efficiency and exceptional customer experiences.

• Lead CX CoE ensuring efficiency and exceptional experiences
• Develop and execute multi-year CX roadmap
• Champion voice of customer across departments

Intradiem Jobs in New York City

Intradiem

CX Operations Manager

Intradiem

Contracts Administrator

Intradiem

Technical Support Engineer

Intradiem

Technical Support Engineer

Intradiem

Technical Support Engineer

Intradiem

Senior Account Executive

Intradiem

Program Manager

Intradiem

Customer Experience Leader

Intradiem