Work for one of our portfolio companies

Director, Enterprise Systems



San Francisco, CA, USA
Posted on Saturday, June 24, 2023

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.

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.

What's the opportunity? 🤔

We are looking for a Director, Enterprise Systems to join our growing Business Systems team! This role serves as a key strategic partner to our Accounting, Finance, and People Orgs. This leader will be the key driver and enabler in the development of people, team, process and technology to address operational friction points and ensure data is readily available for management decision making, internal control compliance, and reporting.

You are a leader, have excellent project management skills and possess the ability to focus on the big picture while ensuring operational execution. The ideal candidate will have extensive experience in a fast growth environment, have built teams from the ground up and organizations to scale, and is passionate about transformation.

This role enables Intercom to grow and thrive by creating sustainable, repeatable processes across multiple finance functions and people systems that enhance the employee experience, preserve financial integrity, mitigate risk, and allow for scale. Leading change with courage, you will partner with multi-functional global groups to select, design, and implement solutions in a cutting-edge technology environment. You will interact with executive leadership along with a variety of department heads to make business decisions that will ultimately lead to the success of Intercom.

What will I be doing? 🚀

  • Manage and support critical financial applications and people systems, including Workday, NetSuite and Coupa, and act as the principal architect
  • Partner with stakeholders and leaders to develop system roadmaps and strategy for process improvement and automation within the people and finance ecosystem, guiding system solution and technical approach to solving business problems
  • Gather requirements cross-functionally (business, reporting, analytics) to elicit, document and analyze business requirements and functional specifications to help select the right system solutions
  • Lead overall finance system implementations and source system integrators where appropriate, including the implementation of Stripe Billing and NetSuite ARM.
  • Lead the overall Workday implementation, optimizing our existing workflows and working with IT, Finance, People, and other stakeholders to manage and coordinate changes.
  • Offer strategic guidance and leadership to cross-functional teams in the Business Systems and Engineering organization that impact or are impacted by Finance and People applications
  • Proactively identify opportunities for improvement and suggest projects to streamline business operations where applicable
  • Configure fields, forms, workflows, reports and dashboards, integrations, and other complex configuration modules
  • Support the Finance and People Orgs during their critical cycles for financial close, open enrollment, performance management, etc.
  • Manage vendor relationships
  • Ensure internal control compliance across systems, including access and change management controls as well as supporting IT dependent controls
  • Monitor new technology trends and introduce the right solutions when appropriate, e.g., automation, reporting, etc.
  • Communicate regularly with executive and senior leadership on project status and risk mitigation
  • Perform other related duties and responsibilities as needed

What skills do I need? 📖

  • 10+ years of ERP/financial system solutions implementation as a Finance functional expert
  • 10+ years leading Workday implementations and supporting a people organization with technical solutions.
  • You have a strong understanding of data architecture, systems setup, and management reporting
  • You are detail-oriented, able to prioritize multiple tasks under tight deadlines, and able to work in an efficient, quick, and organized manner
  • Excellent communication and presentation skills, both verbal and written
  • Experience in a fast growth, SaaS-based technology company a plus
  • Deep understanding of financial processes and SOX controls environment
  • Strong communication and project management skills
  • Strategic and visionary in systems and solutions architecture
  • Strong sense of business acumen, with experience working deeply with finance and people teams.
  • Ability to be flexible and operate both strategically and tactically

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!
  • Open vacation policy and 10 corporate holidays
  • Paid Parental Leave Program
  • 401k plan
  • In-office bicycle storage
  • Fun events for Intercomrades, friends, and family!

The base salary range for candidates within the San Francisco Bay Area is $212,000- $286,800 USD. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).

We currently operate in a hybrid working model and have offices in San Francisco, Chicago, Dublin, London and Sydney

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law. Intercom is currently able to hire if an employee has a permanent residence in the following locations; Australia, Ireland, England and applicable US states. (California, Colorado, Florida, Illinois, Massachusetts, New York, North Carolina, Texas, and Washington).

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