Customer Solutions Operations Manager

August 2

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intercom Inc,.

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In 1982, Intercom was established by 2 founders, IT engineer and registered accountant to develop PC-based advanced communication software$1. .$1

51 - 200

Description

• Partner with Customer Solutions leaders to create improved customer engagements to drive product adoption and customer outcomes. • Collaborate with stakeholders to design and build internal processes, playbooks, and models that optimize our Solutions team. • Analyze performance, identify process gaps, and highlight customer challenges, and create and execute plans to address these improvement opportunities. • Build a world-class customer success toolkit that enables our team to maximize performance with standardized processes and plays for customer engagements. • Develop a deep understanding of the core metrics for the Solutions team and manage the related data with the goal of driving insights to actions. • Monitor dashboards and work with data science & analytics teams to understand customer success metrics and communicate actionable insights to CS leaders. • Ensure data quality across various systems and flag areas for improvement. • Track leading indicators of customer health and renewal, providing insights into areas of strength and opportunity. • Foster a collaborative and inclusive team culture that promotes accountability, innovation, and continuous improvement. • Provide project management and manage day-to-day CS operations tasks. • Measure the effectiveness of the Solutions team via operational metrics, create a review process, and share insights and actions with the leadership team. • Collaborate with leadership to assess team needs. Provide qualitative and quantitative inputs to inform recommendations and build process improvements. • Document existing and new processes in a centralized location to ensure internal consistency and internal adoption of best practices. • Provide constructive feedback on ideas and proposals, identifying areas for improvement and collaboration.

Requirements

• Proven track record with 5+ years of experience with at least 3 years working in a customer success/solutions operations role, Sales or Revenue Operations, or relevant consulting, finance, or other analytical roles. • Ability to deliver actionable analysis and recommendations with minimal supervision. • Experience successfully managing cross-functional relationships and competing priorities which contribute to team performance and business goals. • Proven ability to design and implement innovative programs, processes, practices or methodology across the customer solutions ecosystem (Success, Sales Engineering, Onboarding, and Partnerships). • Experience working in a SaaS or technology-driven environment is preferred. • Excellent communication, presentation, and interpersonal skills, including experience in high-level business discussions with executives. • Analytical mindset with proficiency in data analysis and performance metrics. • A high sense of urgency to get things done quickly and ability to thrive in high-growth, fast-paced environments dealing with ambiguous and often complex problems.

Benefits

• 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!