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Senior Manager, Business Systems (Marketing Systems)

Intercom

Intercom

Marketing & Communications
San Francisco, CA, USA
Posted on Thursday, May 16, 2024

Intercom is an AI-first customer service platform that helps businesses deliver better, faster, more personalized support.

Intercom is bringing AI-first Customer Service to the world, dramatically improving experiences for customers, support agents, and managers alike.Modern, fast, and easy-to-use, Intercom’s complete AI-first Customer Service Platform enhances the customer experience, improves operational efficiency, and scales with our customers’ business every step of the way. Intercom is also the most innovative and fastest improving product on the market. Shipping over 200 product improvements every year, Intercom is bringing AI features to market before anyone else.

What's the opportunity? 🤔

The Go To Market Systems organization is responsible for the selection, architecture, governance and administration of all SaaS applications and data sets that power our Go To Market teams (Sales, Marketing, Finance, Legal, Growth and Customer Support).

We’re looking to hire an experienced Senior Manager to lead our Lead to Opportunity(L2O) team, owning all systems and data engineering for our Sales Systems and Processes Portfolio.

The strength of the software data sets owned by the L2O directly correlates to the strength of our new business growth in self-serve and mid market segments, so the leader of this team has a huge opportunity to positively impact Intercom’s trajectory as a company.

We have a modern Sales Systems stack that includes: Salesforce Sales cloud, Salesforce CPQ, Outreach, Intercom, Marketo, Stripe and many other tools like Gong, Clay, Gainsight, etc.

We currently operate in a hybrid working model out of our San Francisco office.

In this role you will:

  1. Report directly to the Senior Director of GTM Systems
  2. Partner with VP’s and Directors of our RevOps, Sales Operations, Sales Enablement and Customer Support organizations to design and evolve our “Lead to Opportunity” systems architecture and processes
  3. Hire, grow and manage excellent business systems architects, analysts, QA Analysts, systems administrators, and engineers creating and nurturing a high-performing, highly supportive team environment to execute initiatives on strategic roadmap
  4. Streamline and manage Tier 1 tickets that provides global end user support for daily operations and end-of-qtr close operations
  5. Create strategic roadmaps and project backlog and prioritization for features, bugs, etc.
  6. Partner with other team leaders within GTM Business Systems and outside (Top-of-funnel, Engg, IT, Data Engg, analytics) to recommend and implement best-practice Sales processes, architectures, and integrations that optimize adoption, usability, and operations.
  7. Hire and manage relevant external consultants as the need arises
  8. Help adopt new salesforce platform features, functionality and providing recommendation for process improvements to drive end user adoption, value and ROI

We currently operate in a hybrid working model out of our San Francisco office.

What will I be doing? 🚀

  • Work with peer leaders to establish your team’s annual strategy and quarterly roadmaps that drive automation and scale to support the company's growth aspirations.
  • Own the technical strategy and operations of our Sales systems portfolio
  • Play a key leadership role in developing the company's "GTM Data Strategy" to ensure our core GTM data sets (Leads, Accounts, Contacts and Opportunities, Contracts) are reliably accurate, thus enabling fast & accurate business performance reporting and enabling faster, easier integration of new software and services that rely on this data.
  • Manage, mentor and recruit for the GTM Applications team and nurture the team to sustainable, enjoyable levels of high performance
  • Facilitate a culture of innovation through new software, systems and programs
  • Create and update policies, standards and procedures
  • Be able to act as a stand-in PM or Solutions Architect for the team as needed

What skills do I need? 📖

  • 5-10 years of experience successfully operating in a similar role
  • Experienced with Salesforce and Marketo
  • Deep GTM systems and data quality management experience.
  • A proven track record of creating and executing strategies and roadmaps that enable their team to scale and excel while also being able to manage the day to day technical operations needs of fast growing stakeholder organizations
  • Strong Marketing and Sales processes business acumen and stakeholder management skills
  • Exceptional collaboration and communication skills and proven ability to drive positive outcomes through teamwork and influence
  • Excellent, proven people management skills and experience
  • Experienced architecting complex solutions
  • Strong problem solving & technical skills
  • Excellent verbal and written communications skills
  • Fascinated by the way things work and love to learn
  • Want to work in a fast, high growth startup 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!
  • Open vacation policy and 10 corporate holidays
  • Paid Parental Leave Program
  • 401k plan & match
  • In-office bicycle storage
  • Fun events for Intercomrades, friends, and family!

The base salary range for candidates within the San Francisco Bay Area is $187,000 - $253,000. 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).

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 culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

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.

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