GTM Customer Success Operations Analyst

<h2>Intercom is an AI powered, automation-first customer service platform that lets businesses deliver fast support, keeping customers satisfied, costs low, and service teams happy.</h2> <p>It is the only complete customer service solution that provides a seamless customer experience across automation and human support. Customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Microsoft, use Intercom to send over 600 million messages per month and enable interactions with over 800 million monthly active end users. The company was founded in 2011 and is backed by leading venture capitalist including Bessemer Venture Partners, Kleiner Perkins and Social Capital. </p><h2>What's the opportunity? 🤔</h2> <p>You’ll have an exciting opportunity to influence the trajectory of Intercom's overall business, partner with our senior Go-To-Market (GTM) and Sales Operations leaders, and take on an operating role with an exciting and fast growing company that aims to fundamentally change the way companies interact with their customers.</p> <p>In GTM Operations &amp; Strategy, you will be responsible for standardising operational cadences and identifying strategic opportunities across Sales Engineering, Sales, Customer Success, and Partnerships. You will act as a key contributor and advisor to leaders in each of those functions as we continue driving sustainable growth and scaled GTM efficiency.</p> <p>We’re looking for a proactive, independent thinker, with sound business acumen and excellent communication and collaboration skills. You are able to work in a structured manner to thrive in ambiguity and are not afraid to roll up your sleeves to dive into business challenges and create solutions to problems that have never been tackled before.</p> <p>This is a new position and you will be responsible for building processes while implementing best practices across the organization and seeking opportunities to further automate.</p> <h2>What will I be doing? 🚀</h2> <ul> <li>Data Analysis: Identify trends and business opportunities through repeatable data collection and analysis processes. Deliver proactive, executive-ready, data packs with actionable insights and utilize best-practice data visualization techniques</li> <li>Performance Metrics: For each GTM function (Sales Engineering, Customer Success, Partnerships), develop required dashboards/reports to track against KPIs. Recommend additional or new KPIs/OKRs based on required areas of improvement</li> <li>Partnering: Become a trusted business partner to our GTM Teams and Leaders through delivered value</li> <li>Customer Lifecycle: Develop data supported recommendations on customer experience and retention improvement opportunities throughout customer lifecycle, from presale to renewal</li> <li>Project Management: Collaborate with cross-functional teams to drive a variety of projects needed to align, optimize, and execute on optimization or strategic initiatives</li> </ul> <h2>What skills do I need? 📖</h2> <ul> <li>3+ years experience in an Operations/Strategy role (RevOps, BizOps, Sales Ops, Customer Success Ops, Partner Ops, Finance &amp; Strategy, Sales Strategy, etc.) in a SaaS environment</li> <li>Highly experienced with Salesforce, Snowflake, and Tableau reporting as well as standard Microsoft Office/Google Workspace competence (SQL a plus)</li> <li>Strong structured problem solving skills along with ability to demonstrate practical judgment in resolving issues or making recommendations</li> <li>Exceptionally strong communication skills, including experience effectively communicating with senior management</li> <li>Willing and ability to work with a high degree of autonomy in a highly demanding and results-oriented team environment</li> </ul> <h2>Bonus skills &amp; attributes 🙌</h2> <ul> <li>Direct experience supporting Customer Success and/or Sales &amp; Solution Engineering, including familiarity with metrics and methodologies</li> <li>Experience implementing and using a PRM solution</li> <li>Project Management Certification</li> </ul> <h2>Benefits 😍</h2> <p>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! :)</p> <ul> <li>Competitive salary and equity in a fast-growing start-up</li> <li>We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen</li> <li>Regular compensation reviews - we reward great work!</li> <li>Pension scheme &amp; match up to 4%</li> <li>Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents</li> <li>Open vacation policy and flexible holidays so you can take time off when you need it</li> <li>Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones</li> <li>If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too </li> <li>MacBooks a