Sales 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? 🤔

You’ll have an exciting opportunity to influence the trajectory of Intercom's overall business, partner with our senior Sales, Sales Operations, and Business System 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.

As a Sales Operations Manager, you will help make the global sales team and sales operations team more effective and productive by using a scaled approach to crack the most important operational and systems challenges across the lead-to-opportunity ecosystem. Our team will be responsible for owning the GTM Operations quarterly project roadmap, identifying gaps and making improvements in sales process and technology, and project managing the implementation and enablement of new go-to-market initiatives.

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.

What will I be doing? 🚀

• Act as an advisor to sales and cross-functional leadership by delivering data-driven recommendations to help optimize the sales process and achieve strategic priorities
• Manage a wide range of key projects for the business such as implementing and optimizing sales tools, launching process improvement initiatives, processes and systems to maintain CRM data quality, company-wide initiatives and other highly diverse projects
• Proactively identify process inefficiencies and opportunities for scale in existing workflows and map out programs to drive improvements
• Work independently on projects, and apply judgment in resolving issues or in making recommendations
• Develop strong collaborative relationships with key stakeholders in Sales, Legal, Business Systems, Marketing, and other key teams across the company
• Keep leadership team informed of status and risk of owned programs and projects

What skills do I need? 📖

• 4+ years experience in Sales Operations/Marketing Operations/Project Management role in SaaS
• Experience in dealing with complex, cross-functional deal/contract management across cross-functional teams
• Understand existing Salesforce CRM and Sales Systems core processes and how new Go-To-Market motions will impact existing processes
• Strong structured problem solving skills along with ability to demonstrate practical judgment in complex situations
• Able to work with a high degree of autonomy, particularly within a global setting
• Exceptionally strong communication skills, including experience effectively communicating with senior management
• Willing to work in a highly demanding and results-oriented team environment
• Strong proficiency in Salesforce (administration for sales teams, reporting, data management), sales engagement tools (Outreach, SalesLoft, Gong Engage)
• Bachelor’s degree

Bonus skills & attributes 🙌

• Background working in high-growth, performance-focused environments
• Experience working at Product-Led Growth companies with self-serve and sales commercial models
• Knowledge of software revenue recognition principles would be an advantage
• Proficiency in enrichment tools (ClearBit, ZoomInfo, Clay), intent data tools (6sense, Demandbase), and sales prospecting tools (e.g. LinkedIn Sales Navigator)
• Basic knowledge of SQL and experience querying databases (Snowflake, Redshift, Looker)

Benefits 😍

We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this li