Customer Solutions Operations Manager

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? 🤔

We are seeking a Customer Solutions Operations Manager to join our global Revenue Operations team. In this role you will report directly to the Director, Global Sales Operations, partnering closely with Customer Solutions leadership (encompassing Customer Success, Sales Engineering, and Onboarding Specialists). You will play a key role in driving customer outcomes by developing and executing effective customer success strategies, from initial usage to renewal and expansion with Intercom. The position demands a blend of strategic thinking, analytical abilities, operational excellence, and exceptional communication skills. If you're passionate about driving results 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? 🚀

Strategy:

• Partner with Customer Solutions leaders to create improved customer engagements to drive product adoption and customer outcomes.
• 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.

People & Process:

• Foster a collaborative and inclusive team culture that promotes accountability, innovation, and continuous improvement.
• Provide project management and manage day-to-day CS operations tasks.
• Measure the effectiveness of the Solutions team via operational metrics, create a review process, 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.

What skills do I need? 📖

• Proven track record with 5+ years of experience with at least 3 years 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, Onboarding, and Partnerships).
• Experience working in a SaaS 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 performanc