Strategic Customer Experience Manager

6 days ago


Chicago, Illinois, United States Intercom Full time

We are seeking a Scaled Customer Success Manager to join our global Success Management organization.

Job Description:
  • You will report directly to the Global Leader of Scaled Success and partner closely with our Sales team.
  • You'll work with a wide variety of customers, acting as an expert point of contact for all things product and usage - helping them implement Intercom's suite of tools in a way that solves their business's biggest problems.
  • You'll use technology alongside face-to-face meetings to deliver the best possible experience to our customers.

This role is ideal for those who want to join an innovative team, working with Intercom Customers across multiple segments and industries.

Responsibilities:
  1. You'll engage customers with a goal of driving deep product adoption.
  2. You'll leverage technology to drive positive outcomes for our customers.
  3. You'll develop, test, and iterate on scaled playbooks and engagement strategies.
  4. You'll be in charge of running implementation projects with your customers.
  5. You'll partner closely with Sales to drive the best customer experience possible.
  6. You'll be deeply involved in shaping what Scaled Customer Success looks like at Intercom.
  7. You'll work closely with R&D, acting as an internal spokesperson for our customers.
Requirements:
  • 2+ years experience working in a customer-facing organization.
  • A proven track record of adding real value at a dynamic and fast growth company.
  • Ability to understand and communicate complex problems clearly and concisely to different audiences.
  • Self-motivating and entrepreneurial team player.
  • A keen interest in designing, developing, and sending content to customers.
  • Experience building lasting relationships with customers and colleagues.
  • Experience setting up and using SaaS products.
What We Offer:
  • Competitive salary: $120,000 per year.
  • 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.


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