Intercom was founded in 2011 to change the standard of customer service online. Our AI-first customer service platform is a totally new way to deliver customer service and is designed to transform the way businesses interact with their customers through AI. We all know that customer service on the internet sucks. It’s slow and impersonal. We help businesses provide instant and exceptional service to their customers and maximize their support agents’ productivity, efficiency, and performance—all through our single AI system. More than 25,000 businesses use Intercom to send millions of messages to millions of customers each month.Intercom has been a long-standing product leader and cultural icon in the technology and startup worlds for more than a decade. We set the pace for our industry and live by our values that allow us to push boundaries, build with speed and intensity, and deliver incredible value to our customers.Join us on our mission to redefine customer service and make internet business personal.
What's the opportunity? 🤔Your opportunity is to join a dynamic global team of Customer Success Managers at Intercom. In this role you’ll work with a wide variety of customers, acting as an expert point of contact for all things product - helping them implement Intercom’s suite of tools in a way that solves their business’ biggest problems.
You’ll work with these accounts across different customer segments in a high-touch and one-to-many manner - using technology alongside face to face meetings to deliver the best possible experience to our most important customers.
You will also be uniquely positioned to design and implement new processes that will help the entire Intercom Success org deliver more value to our customers.
If you want to help make business personal for our biggest customers, and you want to work with an ever growing and changing team, you’ll find a home as a Customer Success Manager at Intercom.
What will I be doing? 🚀
- You’ll engage with customers with a goal of driving deep product activation
- You’ll leverage high-touch and one-to-many tactics to drive positive outcomes
- You’ll develop, test, and iterate on scaled playbooks and engagement strategies
- You’ll be in charge of running implementation projects with your customers
- You’ll partner closely with Sales to drive the best customer experience possible
- You’ll be deeply involved in shaping what Customer Success looks like at Intercom
- You’ll work closely with R&D, acting as an internal spokesperson for our customers
- On occasion you'll travel for face to face meetings with your customers
- 2+ years experience working in a customer-facing organization
- A proven track record of adding real value at a dynamic and fast growth company
- Ability to understand and communicate complex problems clearly and concisely to different audiences
- Self-motivating and entrepreneurial team player
- A keen interest in designing, developing and sending content to customers
- Experience building lasting relationships with customers and colleagues.
- Experience setting up and using SaaS products
Bonus skills & attributes 🙌
- Experience using Intercom
- Previous experience in Support, Sales Engineering, Consulting
- Great examples of self started projects
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
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Regular compensation reviews - we reward great work!
- Pension scheme & match up to 4%
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Open vacation policy and flexible holidays so you can take time off when you need it
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
- 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 two 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.
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