Deal Desk Manager, Intercom
$147-173k
+ Equity
More information about location
2+ days a week in office
The modern customer communications platform
Job no longer available
The modern customer communications platform
1001+ employees
Job no longer available
$147-173k
+ Equity
More information about location
2+ days a week in office
1001+ employees
Company mission
Intercom's mission is to make internet business personal.
Role
Who you are
- First line management experience and you will have successfully led deal desk or similar teams with a track record of making continuous operational improvements and supporting revenue growth
- Proven ability to develop and execute strategic initiatives to drive revenue growth and achieve business objectives
- Strong leadership skills with the ability to inspire, motivate, and develop teams
- Experience hiring and developing teams with a focus on coaching, mentoring and diversity
- Experience in using and identifying new, disruptive technologies to drive efficiency within the deal desk org
- Experience successfully managing cross-functional relationships which contribute to team performance and business goals
- Excellent communication, presentation, and interpersonal skills
- Analytical mindset with proficiency in data analysis and performance metrics
- Experience working in a SaaS or technology-driven environment is preferred
- Ability to thrive in a fast-paced, dynamic startup environment
What the job involves
- We are seeking an experienced Global Manager, Deal Desk to lead our deal desk team in North America and Europe
- In this role, you will play a pivotal part in driving the growth and success of Intercom by building and managing a world class deal desk operation
- You will be responsible for building the strategic direction, implementing new and scalable processes and tools, and fostering a culture of excellence within the team
- You will take ownership of advising our sales organization on deal structures and pricing, compliance needs, and approving strategic deals
- You will partner with sales, finance, business systems and revenue operations leaders to build close alignment around business objectives
- This will include being a critical contributor to longer-term strategies as well as near-term deliverables, providing the guidance to help the sales organization achieve key revenue objectives
- You will be responsible for coaching and developing your team to efficiently and effectively manage deal desk operations while developing talent within the organization
- Leadership and Team Management:
- Lead, mentor, and inspire a team of deal desk representatives
- Provide guidance, coaching, and ongoing training to develop the skills and capabilities of the team
- Foster a collaborative and inclusive team culture that promotes accountability, innovation, and continuous improvement
- Strategy and Planning:
- Develop and execute the deal desk strategy to support revenue generation that aligns with our company’s financial goals
- Define and implement scalable processes for deal reviews and approvals, ticket/case management, and financial reviews including the introduction and use of automation and AI
- Collaborate with cross-functional teams, including sales, finance, business systems, and revenue operations, to align deal desk efforts with overall business objectives. Specifically, develop plans that improve the rep experience when working with deal desk, ensure appropriate financial review and controls, and continually improve the use of our tools and technology
- Proficiency in utilizing and integrating the latest sales technologies and tools, including CRM systems, to improve team efficiency and effectiveness
- Performance Management and Optimization:
- Set clear performance targets and metrics for the deal desk team and track progress against goals
- Analyze key performance metrics, identify areas for improvement, and implement initiatives to optimize deal desk and sales performance
- Utilize data-driven insights to refine strategies, tactics, and resource allocation
- Alignment:
- Partner with senior sales leadership to ensure we’re aligned with and delivering on business objectives
- Collaborate with finance and revenue operations to build a cohesive process for deal review and approval
Our take
If you've ever seen a chat pop up on a business' website, it was probably provided by Intercom. Though ubiquitous now, it used to be a major challenge for companies to communicate swiftly with their customers. Intercom's Messenger allows a company to instantly reach out with human or automated support, improving customer service and greatly increasing conversion rates for sales.
While the Messenger is its most visible product, Intercom provides a service similar to Salesforce, as an advanced customer relationship management system. However, Intercom doesn't see Salesforce as a major rival, as Intercom specialises in the online market while Salesforce is more suited for traditional retail. Intercom is used by more than 25,000 businesses including Amazon, Meta and Atlassian, and reaches an estimated 600 million end users monthly.
Intercom has primarily served the US and Irish markets but has been expanding its presence globally in recent years. Despite having a commanding market position, it is continuing to develop its product, most recently delivering a major functionality upgrade to its Messenger software, greatly increasing its ability to carry out ticketed support requests.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Mar 2018
$125m
SERIES D
Apr 2016
$50m
SERIES C
Total funding: $240.8m
Company benefits
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Generous public transport allowance for commuting
- Wellness programme that allows you to expense gym and other sports activities up to £90 quarterly
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- Open vacation policy and flexible holidays so you can take time off when you need
- Work from home opportunities
- Health insurance
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Regular compensation reviews - we reward great work
- MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done
Company HQ
Financial District, San Francisco, CA
Leadership
Eoghan McCabe
(Co-Founder & CEO)Previously CEO of Contrast and Exceptional. Is also the Chairman of Intercom.
Des Traynor
(Co-founder & CSO)Previously worked in software development and is an expert in User Experience (has lectured on the topic and was UX Lead at Contrast)
Ciaran Lee
(Co-founder)Previously Lead Engineer at RateMyArea.com and CTO of Exceptional. Was Intercom's CTO until 2021.
Salary benchmarks
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