About us 

Intellum is the leader in corporate education technology and powers the largest, most successful customer, partner, and employee learning programs in the world. Large brands and fast-moving companies like Google, Meta, Amazon, Walmart, Xero, Atlassian, Mailchimp, Airbnb, Stripe, and TikTok rely on Intellum to engage and educate the audiences they touch. 

We have always been a “remote first” company and are proud to have team members located all over the world. We value Curiosity, Creativity, Perseverance, and Kindness and strive to demonstrate these core values every day. Our culture is very important to us. We invest in our people in fun and exciting ways, including personal development budgets and an annual all-company retreat that is focused less on work and more on human connections. We are in growth mode, and our “smart growth” approach ensures that we will continue to scale our company effectively. 

Summary 

The Senior, Strategic Relationship Manager is responsible for the health, renewal and expansion of accounts within their Book of Business - Up Market/Strategic Clients.   

Key Responsibilities  

• Own end to end renewal of accounts in Book Of Business
• Own end to end expansion inside current buyer/current use case within Book of Business 
• Own creation and delivery of Business Reviews
• Own growth plan documentation and maintenance 
• Surface trends and themes to larger SRM group for awareness
• Accountable for healthy data in Salesforce 
• Participate in expansion forecast meetings, bringing data for Book of Business
• Choreograph internal parties (exec sponsor, AE, VP product, etc) for support of the client, own internal meeting cadence to ensure alignment across all teams  
• Thread into executives/buyers at clients, monitor and report out on relationship health
• Accountable for overall client health, participation in red account review
• Act as the point of contact for the handoff from AE post sale and assigned at the point of sale to act as the point of escalation to client throughout implementations
• Own escalation from Customer Care team as needed post implementation  
• Provide relationship and business context to Custom Care as needed to solves tickets, participate in post mortem P1 coordination with Eng/PM, Director and VP of AM
• Maintain awareness of issues escalations, feature requests and client account usage including overages to anticipate escalations 
• Provide customer stories, leads for testimonials, and other marketing activities 
• Facilitate completion of NPS surveys with client buyer personas
• Align with Advisory Services and Customer Care where appropriate to prescribe platform functionality solutions that align with content strategy needs
• Advise on data-driven approaches to continuously improve programs and expand client user audiences
• Mentor and develop junior and mid-level team members

Key Competencies  

• Executive presence, verbal and written
• Ability to articulate the value of the Intellum platform and its products
• Business development mindset, curiosity and tenacity  
• Organized, detail-oriented
• Flexibility, ability to pivot with changing priorities
• Strong problem solving approach 
• Ability to work collaboratively, influence stakeholders and negotiate  

You will be measured on:

• BoB Retention Targets 
• BoB Expansion Targets
• BoB Platform Utilization Targets 

Key Team Metrics include:

• Company NRR & GRR
• Logo Churn
• Customer Health 

Required Experience  

• 7+ years of work experience in Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role
• Demonstrable success in building senior-level business relationships and facilitating conversations at all levels, from ICs/admin and program/initiative owners to buyers and executive stakeholders
• Proven experience as a quota-carrying sales representative, consistently meeting or exceeding sales targets

Preferred Qualifications  

• Experience with SaaS, LMS, CMS, and/or software development implementation management (LMS preferred)
• Familiarity with CRM, Project Management, and Software development tools (Salesforce, Atlassian products, Asana, Zendesk)
• Proficient in Google Suite and Mac OS

Education

•  Bachelor’s degree in a related field or equivalent experience (preferred) 

  BENEFITS

• Medical - 100% of employee premiums for selected individual plans
• Dental - 100% of employee premiums covered
• Vision - 100% of employee premiums covered
• $3,500 annual educational funds (“Boost Budget”)
• LinkedIn Learning
• 401(k) plus matching (US Based Only)
• Unlimited PTO
• Calm subscription
• Annual Company Retreat

Intellum is an equal-opportunity employer. We're committed to building an inclusive team that celebrates diversity in people, perspectives, and backgrounds regardless of race, color, national origin, gender, sexual orientation, age, religion, disability, citizenship, veteran status, or any other protected status. We encourage you to apply for an open position and if you have questions about whether or not your job experience and skill set meet the requirements for a specific role, reach out to us directly at careers@intellum.com. 

If you are an individual applying from CA, NY, CO, CT, MD, NV, or RI, please reach out to careers@intellum.com to inquire about specific pay ranges.