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Enterprise Solutions Expert

1 month ago

Chicago, Illinois, United States Intercom Full time

**Unlocking Customer Potential:**

As a Breadth CSM at Intercom, you will be part of a dynamic team that helps customers realize the full value of their Intercom investment. With thousands of exciting customers from various industries and phases of their business journey, you will have the opportunity to make a real impact and drive success with our platform.

Your primary goal will be to build relationships and demonstrate an understanding of the Intercom customer journey. You will engage with customers to unlock early and sustained outcomes by delivering methodologies that drive product adoption, solution expansion, and long-term growth.

Key Responsibilities:

  • Developing a trusted advisor relationship with customers at the C-suite and executive level, driving success with our platform and ensuring they receive maximum value from our solution throughout their lifecycle.
  • Guiding the customer and Intercom account teams (Sales, Partners, Solution Engineers) to develop customer Success Plans, including QBRs, Executive Business Reviews, and strategic planning sessions, and Churn Mitigation Plans when necessary.
  • Ensuring our customers achieve maximum ROI through effective implementation and adoption of Intercom solutions.
  • Collaborating with cross-functional teams to identify and address customer needs, ensuring seamless delivery of Intercom services.
  • Staying up-to-date with industry trends and developments, applying knowledge to enhance customer outcomes and drive business growth.

Requirements:

  • 5+ years of relevant work experience in a customer-facing customer success, account management or strategic consulting organization.
  • Proven track record of success in driving customer adoption and retention.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
  • Detailed understanding of SaaS business models and ability to support strategic and complex enterprise customer needs.
  • Ability to travel occasionally for client meetings and training sessions.

We Offer:

  • A competitive salary of $120,000 per year, based on market research and expectations.
  • Meaningful equity opportunities.
  • Comprehensive medical, dental, and vision coverage.