Manager, Commercial Account Managers

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? 

The role will lead a team of front-line Account Managers focused on our Commercial (SMB) Business Segment in the Americas Region. Reporting to the Director of Commercial Sales, this person will be responsible for all aspects of planning, building, and running a highly performing team and book of business. We are looking for a highly effective leader that excels at developing strategy, inspiring talent, and working across functions to build efficient and customer-centric processes.

What will I be doing? 

Effectively develop a multifaceted growth strategy for your business, leading a group of Account Managers to execute against it, creating world class customer experiences along the way.

You will manage all aspects of team leadership:

• Monthly and quarterly forecasting to predict renewals, expansion, and cross-sell attachment to drive overall revenue growth
• Build processes and uplevel the team to effectively manage relationships with their book of business through standardized communication cadences and sales programs (QBRs, etc.)
• Create and drive top accounts strategy (6 figure spenders), being ready and excited to dig into the direct sell or renewal where needed
• Create and drive mid-tier accounts strategy (5 figure spenders), building tools and guidance to optimise process for your team
• Upskill your team to manage best in class execution on large, complex renewals and growth opportunities with multiple buyers
• Hire a diverse, open-minded, and accountable team committed to continuous improvement and alignment with our core company and team values.
• Setting standards of excellence and inspiring the team to do their best work, continue growing, and execute at a high level.
• Collaborating frequently with other company leaders to improve processes, culture, and bring best in class products and processes to our clients.

What skills do I need? 

• 5+ years in a quota carrying existing business or new business IC role with proven success
• Minimum of 3+ years management experience
• Previous experience driving upmarket transformation within your teams 
• Previous experience building and executing on renewals and retention programmes 
• Exemplary sales experience, experience with Command of the Message and MEDDPICC a plus
• Strong understanding of forecasting principles and the ability to forecast revenue and revenue trends accurately
• Proven experience–and passion for–teaching and developing top talent
• Experience developing GTM strategy, building, and executing operational plans
• A builder of businesses, with the ability to attract and develop the best talent in the industry
• Excellent communication skills across a variety of mediums (written, verbal, presentation, and interpersonal)
• The ability to handle multiple projects and competing priorities (ability to make trade-offs effectively) and adapt rapidly to a fluid, high-growth environment.

Benefits 

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! :)

• Competitive salary and meaningful equity
• Comprehensive medical, dental, and vision coverage
• Regular compensation reviews - great work is rewarded!
• Flexible paid time off policy
• Paid Parental Leave Program
• 401k plan & match
• In-office bicycle storage
• Fun events for Intercomrades, friends, and family!

*Proof of eligibility to work in the United States is required.

Policies 

Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least two days per week.

We have a radically open and accepting cultur