Senior Director, GTM Systems

Intercom is redefining how businesses support their customers using powerful messaging and automation.

Customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Lyft Business, rely on Intercom to deliver efficient and personal customer experiences at scale. Intercom is used to send over 500 million messages per month and enables interactions with over 600 million monthly active end users. 

Join the company helping businesses grow revenue through in-product messaging, and so much more!

What's the opportunity? 🤔

The Go To Market Systems organization is responsible for the selection, administration, governance and architecture of all 3rd Party SaaS applications and core GTM data sets that power our Lead-to-Order processes within the overall Business Systems organization.

The strength of our GTM Systems software, data sets and teams is directly correlated with the strength of our business growth.

As the Leader of GTM Systems, you will be responsible for hiring, growing and managing multiple teams. You will own setting the team’s strategy and roadmap, provide guidance, and serve as a point of escalation. You will build strong relationships across the organization in order to advance the team and company mission.

The core applications used across our GTM stack today include Salesforce, Marketo, Netsuite and, of course, Intercom. There are many other SaaS applications in scope, but those are the big ones!

The ideal candidate will have a combination of:

• deep Go to Market systems and data management experience, 
• excellent business acumen and stakeholder management skills
• excellent program, project and operations management skills,
• excellent people management and team building skills
• experience managing managers and individual contributors
• a proven track record of creating strategies to enable their teams and functions to scale and excel while also being able to manage the day to day technical operations needs of large, fast growing stakeholder organizations 

We currently operate in a hybrid working model and have offices in San Francisco, Chicago, Dublin, London and Sydney.  While we’d love to see you at the office, this job is also available for remote employment if your place of permanent residence in the following states; California, Colorado, Florida, Illinois, Massachusetts, New York, North Carolina, Texas, and Washington.

What will I be doing? 🚀

• Broadly ensure that the company's core sales, marketing, finance, legal and customer support systems and core data sets are properly designed, evolved, controlled, and managed to support rapid business insight, management decision making and high-quality external financial reporting.
• Work with functional leaders and the Business Systems PMO to establish the Go To Market Applications roadmaps that drive automation and scale to support the company's growth aspirations.
• Own the technical strategy and operations of our Lead-to-Cash workflow, with Salesforce being the central system.
• Play a key leadership role in developing the company's "GTM Data Strategy" to ensure our core GTM data sets (Leads, Accounts, Contacts, Opportunities and Contracts) are reliably accurate, thus enabling fast & accurate business performance reporting and enabling faster, easier integration of new software and services that rely on this data.  
• Collaborate with IT to ensure that SOX -related application controls, IT operations controls and IT general controls are properly documented and executed in support of the ongoing SOX 404 compliance requirements.
• Manage, mentor and recruit for the GTM Applications teams
• Build awareness in the organization to the mission of GTM Applications
• Create strong relationships with employees at all levels in all parts of the organization
• Facilitate a culture of innovation through new software, systems and programs
• Create and update policies, standards and procedures
• Be able to act as a stand-in PM or Solutions Architect for the team as needed

What skills do I need? 📖

• Strong B2B SaaS experience delivering and managing enterprise solutions in a similar role ideally in a company with a usage/consumption based pricing model.
• Demonstrated success in software project management (e.g. gathering and developing detailed functional requirements, breaking down complex requirements, capturing detailed acceptance criteria, building a release plan, test, change management, etc.)
• Deep experience with the business and technical aspects of system implementation and integration
• Experience designing, implementing, documenting, and testing risk and controls in a SOX environment
• Exceptional collaboration and communication skills (writt