Customer Solutions Operations Analyst

Intercom is on a mission to help our customers provide incredible customer experiences online. We enable businesses to provide instant and exceptional service to their customers while maximizing the productivity, efficiency and performance of their support teams—all through our single seamless platform. 

Intercom is leading the market in AI customer service with Fin by Intercom, the most powerful AI customer service agent available, and Helpdesk by Intercom, a fully featured AI enhanced helpdesk for human support.  

Today, more than 25,000 businesses use Intercom’s platform to send millions of messages to millions of customers each month. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. 

Join us to help define and lead the AI revolution for customer service.

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 an