Relationship Manager, Small Business 2

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.

Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.

Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.

What's the opportunity?

As a Relationship Manager, Small Business, you will be a key member of the team leading the growth of our existing business. We’re building a world-class sales organization, and the road ahead is going to be very exciting.

At Intercom, we are striving to do sales differently. We are asking our customers to put Intercom at the core of their businesses, and we can only do this by putting them at the core of ours. We strongly believe in the overall growth and continued development of each new hire. In joining the Existing Business team at Intercom, you join a community that believes in development and promotion from within. As a rapidly expanding business, there is a high degree of opportunity for progression, creativity, and ownership.

What will I be doing?

• Build relationships with Intercom’s small business customers ensuring revenue growth and customer retention

• Work with current customers to understand their business pains, and provide solutions based on our platform to alleviate them

• Develop strategic territory plans outlining opportunities for upsell, cross-sell, expansion to new business units, and achieve business goals

• Develop advanced knowledge of your customers' businesses and goals while accurately forecasting sales pipeline

• Collaborate with Marketing, Product, and Customer Success by providing customer feedback to drive product innovation

• Track and report all key metrics related to customer growth, retention and Intercom product usage growth

• Engage in team development and mentoring

What skills do I need?

• 2+ years managing a large book of business; 150 accounts (retention, renewals, & account growth)

• 1+ years selling SaaS products

• Experience managing procurement processes

• Strong sales instincts and track record hitting and exceeding quota

• Exceptional written and verbal communicator

• Comfortable and energized operating and problem-solving in a fast-moving organization.

• Exhibits a growth mindset, intellectual curiosity, and ambition

• Ability to build and maintain deep client relationships across levels in complex organizations

• Demonstrable history of leadership, with both immediate and cross-functional teammates

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 equity in a fast-growing start-up

• Catered lunch every weekday, plus a fully stocked kitchen

• Regular compensation reviews - we reward great work!

• Flexible paid time off policy

• Healthcare stipend towards private health insurance for you and your partner/spouse

• MacBooks are our standard, but we also offer Windows for certain roles when needed

Policies

Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

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.