Manager, Relationship Management

Intercom

  • Location
    • Chicago
  • Date Posted
  • 24 Feb 2021
  • Function
  • Business Development
  • Sector
  • Business Applications

About Intercom

The way businesses talk to people online is broken. Intercom is fixing it.

Intercom is the first to bring messaging products for sales, marketing & customer service to one platform, helping businesses avoid the stiff, spammy status quo and have real conversations that build real connections. Designed to feel like the messaging apps you use every day, Intercom lets you talk to consumers almost anywhere: inside your app, on your website, across social media and via email. Today more than 15,000 businesses use Intercom to connect with a billion people worldwide. Intercom has 300 employees between its San Francisco headquarters, Chicago support office, and Dublin R&D office, and has raised $116M in venture funding.

What's the opportunity?

The role will lead a team of front-line Relationship Managers focused on our fast-growing Small Business Segment in the Americas Region. Reporting to the Director of Relationship Management, this person will be responsible for all aspects of planning, building, and running a highly performing team. We are looking for a highly effective leader that excels at developing talent, inspiring others, and working across functions to build efficient and customer-centric processes.

What will I be doing?

Effectively developing, coaching and inspiring a group of SB Relationship Managers to provide world class service to our customers, demonstrate the value that Intercom provides, and increase revenue growth.

You will manage all aspects of team leadership including:

  • Weekly and Quarterly Forecasting to predict revenue growth, upsell opportunities, churn risks.
  • Hiring a diverse, open-minded and accountable team committed to continuous improvement and alignment with our core company and team values.
  • Setting standards of excellence and Inspiring the team to do their best work, continue growing, and execute at a high level.
  • Translating company strategy into actionable, measurable team and individual goals.
  • Collaborating frequently with other company leaders to improve processes, culture, and bring best in class products and processes to our clients.
  • Executing on discrete projects with collocated teams and individuals.
  • Provide frequent insights and constructive feedback to Senior Leadership to shape future direction of the company.
  • What skills do I need?
  • 2+ years experience managing a team of client-facing Individual Contributors.
  • Previous experience in an Account Management function, interfacing with existing clients as an Individual Contributor or Manager.
  • Proven experience–and passion for–teaching and developing talent.
  • Successful track record of designing, implementing, and validating processes and policies to drive efficiency gains.
  • Proven experience in management practices and leading collaboration within a complex and matrixed organizational environment.
  • The ability to handle multiple projects and competing priorities (ability to make trade-offs effectively) and adapt rapidly to a fluid, high-growth environment.
  • Excellent communication skills across a variety of mediums (written, verbal, presentation, and interpersonal).
  • Exemplary sales fundamentals, understanding of different sales frameworks and tools (SFDC, Tableau, etc)
  • Excellent attention to detail and organizational skills

Benefits

We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! :)

Competitive salary and meaningful equity

  • Fully funded comprehensive medical, dental, and vision coverage
  • Regular compensation reviews - great work is rewarded!
  • Open vacation policy and 10 corporate holidays

Paid Parental Leave Program

401k plan

In-office bicycle storage

  • Fun events for Intercomrades, friends, and family!
  • Proof of eligibility to work in the United States is required.

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.