Senior Manager, Business Systems (Marketing Systems)

Intercom is an AI-first customer service platform that helps businesses deliver better, faster, more personalized support.

Intercom is bringing AI-first Customer Service to the world, dramatically improving experiences for customers, support agents, and managers alike.Modern, fast, and easy-to-use, Intercom’s complete AI-first Customer Service Platform enhances the customer experience, improves operational efficiency, and scales with our customers’ business every step of the way. Intercom is also the most innovative and fastest improving product on the market. Shipping over 200 product improvements every year, Intercom is bringing AI features to market before anyone else.

What's the opportunity? 🤔

The Go To Market Systems organization is responsible for the selection, architecture, governance and administration of all SaaS applications and data sets that power our Go To Market teams (Sales, Marketing, Finance, Legal, Growth and Customer Support).

We’re looking to hire an experienced Senior Manager to lead our Lead to Opportunity(L2O) team, owning all systems and data engineering for our Sales Systems and Processes Portfolio.

The strength of the software data sets owned by the L2O directly correlates to the strength of our new business growth in self-serve and mid market segments, so the leader of this team has a huge opportunity to positively impact Intercom’s trajectory as a company.

We have a modern Sales Systems stack that includes: Salesforce Sales cloud, Salesforce CPQ, Outreach, Intercom, Marketo, Stripe and many other tools like Gong, Clay, Gainsight, etc.

We currently operate in a hybrid working model out of our San Francisco office.

In this role you will:

1. Report directly to the Senior Director of GTM Systems
2. Partner with VP’s and Directors of our RevOps, Sales Operations, Sales Enablement and Customer Support organizations to design and evolve our “Lead to Opportunity” systems architecture and processes
3. Hire, grow and manage excellent business systems architects, analysts, QA Analysts, systems administrators, and engineers creating and nurturing a high-performing, highly supportive team environment to execute initiatives on strategic roadmap 
4. Streamline and manage Tier 1 tickets that provides global end user support for daily operations and end-of-qtr close operations
5. Create strategic roadmaps and project backlog and prioritization for features, bugs, etc.
6. Partner with other team leaders within GTM Business Systems and outside (Top-of-funnel, Engg, IT, Data Engg, analytics) to recommend and implement best-practice Sales processes, architectures, and integrations that optimize adoption, usability, and operations.
7. Hire and manage relevant external consultants as the need arises
8. Help adopt new salesforce platform features, functionality and providing recommendation for process improvements to drive end user adoption, value and ROI

We currently operate in a hybrid working model out of our San Francisco office.

 

 

What will I be doing? 🚀

• Work with peer leaders to establish your team’s annual strategy and quarterly roadmaps that drive automation and scale to support the company's growth aspirations.
• Own the technical strategy and operations of our Sales systems portfolio
• Play a key leadership role in developing the company's "GTM Data Strategy" to ensure our core GTM data sets (Leads, Accounts, Contacts and Opportunities, 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. 
• Manage, mentor and recruit for the GTM Applications team and nurture the team to sustainable, enjoyable levels of high performance
• 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? 📖

• 5-10 years of experience successfully operating in a similar role
• Experienced with Salesforce and Marketo 
• Deep GTM systems and data quality management experience. 
• A proven track record of creating and executing strategies and roadmaps that enable their team to scale and excel while also being able to manage the day to day technical operations needs of fast growing stakeholder organizations
• Strong Marketing and Sales processes business acumen and stakeholder management skills
• Exceptional collaboration and communication skills and proven ability to drive positive outcomes through teamwork and influence
• Excellent, proven people management skills and experience 
• Experienced architecting comple