Customer Solutions Operations Manager, Intercom
$132.3-153.7k
+ Equity
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
$132.3-153.7k
+ Equity
2+ days a week in office
1001+ employees
Company mission
Intercom's mission is to make internet business personal.
Role
Who you are
- The position demands a blend of strategic thinking, analytical abilities, operational excellence, and exceptional communication skills
- If you're passionate about driving results and improving customer outcomes, this could be the role for you!
- Proven track record with 5+ years of experience with at least 3 years working in a customer success/solutions operations role, Sales or Revenue Operations, or relevant consulting, finance, or other analytical roles
- Ability to deliver actionable analysis and recommendations with minimal supervision
- Experience successfully managing cross-functional relationships and competing priorities which contribute to team performance and business goals
- Proven ability to design and implement innovative programs, processes, practices or methodology across the customer solutions ecosystem (Success, Sales Engineering, Onboarding, and Partnerships)
- Experience working in a SaaS or technology-driven environment is preferred
- Excellent communication, presentation, and interpersonal skills, including experience in high-level business discussions with executives
- Analytical mindset with proficiency in data analysis and performance metrics
- A high sense of urgency to get things done quickly and ability to thrive in high-growth, fast-paced environments dealing with ambiguous and often complex problems
What the job involves
- We are seeking a Customer Solutions Operations Manager to join our global Revenue Operations team
- In this role you will report directly to the Director, Global Sales Operations, partnering closely with Customer Solutions leadership (encompassing Customer Success, Sales Engineering, and Onboarding Specialists)
- You will play a key role in driving customer outcomes by developing and executing effective customer success strategies, from initial usage to renewal and expansion with Intercom
- Partner with Customer Solutions leaders to create improved customer engagements to drive product adoption and customer outcomes
- Collaborate with stakeholders to design and build internal processes, playbooks, and models that optimize our Solutions team
- Analyze performance, identify process gaps, and highlight customer challenges, and create and execute plans to address these improvement opportunities
- Build a world-class customer success toolkit that enables our team to maximize performance with standardized processes and plays for customer engagements
- Develop a deep understanding of the core metrics for the Solutions team and manage the related data with the goal of driving insights to actions
- Monitor dashboards and work with data science & analytics teams to understand customer success metrics and communicate actionable insights to CS leaders
- Ensure data quality across various systems and flag areas for improvement
- Track leading indicators of customer health and renewal, providing insights into areas of strength and opportunity
- Foster a collaborative and inclusive team culture that promotes accountability, innovation, and continuous improvement
- Provide project management and manage day-to-day CS operations tasks
- Measure the effectiveness of the Solutions team via operational metrics, create a review process, and share insights and actions with the leadership team
- Collaborate with leadership to assess team needs. Provide qualitative and quantitative inputs to inform recommendations and build process improvements
- Document existing and new processes in a centralized location to ensure internal consistency and internal adoption of best practices
- Provide constructive feedback on ideas and proposals, identifying areas for improvement and collaboration
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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