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?
We are seeking a Customer Solutions Operations Analyst to join our global Revenue Operations team. In this role you will report directly to the Director, Global Revenue Operations, partnering closely with Customer Solutions leadership (encompassing Customer Success, Sales Engineering, and Professional Services). You will play a key role in driving customer outcomes by executing effective customer success strategies, from initial usage to renewal and expansion with Intercom. The position demands a blend of operational excellence, exceptional communication skills, analytical abilities, and strategic thinking. If you're passionate about building new processes for a growing team and improving customer outcomes, this could be the role for you!
We are looking to speak to candidates who are based in the San Francisco Bay Area for our hybrid working model.
What will I be doing?
People & Process:
- Partner with Customer Solutions leadership on their top operational initiatives and own driving them to completion.
- Provide project management and manage day-to-day CS operations tasks.
- Measure the effectiveness of the Solutions team via operational metrics 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.
- Become an expert at customizing & managing our Vitally instance to meet Solutions team tracking & reporting needs.
Strategy:
- Partner with Customer Solutions leaders to create improved customer engagements to drive product adoption and customer outcome.
- 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.
Analytics:
- 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.
What skills do I need?
- Proven track record with 3+ years of experience 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, and Professional Services)
- Experience working in a SaaS, AI, 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.
- Experience using Salesforce CRM
Bonus skills & attributes
- It is a plus if you have experience using Vitally, and/or Tableau
Benefits
San Francisco
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
- Comprehensive medical, dental, and vision coverage
- Regular compensation reviews - great work is rewarded!
- Flexible paid time off policy
- Paid Parental Leave Program
- 401k plan & match
- In-office bicycle storage
- Fun events for Intercomrades, friends, and family!
*Proof of eligibility to work in the United States is required.
The base salary range for candidates within the San Francisco Bay Area is 132,275 - 153,725 Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).
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.
Is this role not quite what you're looking for? Join our Talent Community to stay connected with us.
Top Skills
What We Do
Intercom is the next generation customer service platform, built for an AI-first world. Intercom is the only platform that combines an AI Bot + AI Help Desk + Proactive Support tools into one seamless platform.
Founded in 2011 and backed by leading venture capitalists, including Kleiner Perkins, Bessemer Venture Partners and Social Capital, Intercom is on a mission to make internet business personal.
Our products are great to sell, because they're loved by our customers. We received a “Top Rated” for Live Chat on Trustradius, and we’re a Top 50 product for Small Businesses on G2 - we think these awards speak for themselves.
Why Work With Us
We're a more established company that still feels like a start-up environment. We operate and innovate quickly. Employees have the opportunity to take big bets, make signficiant impact, and advance in their careers.
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