Relationship Manager, Scale

As a Scale Relationship Manager at Intercom, you'll be responsible for building and maintaining relationships with scaled business customers. Your key duties will include ensuring revenue growth, managing customer accounts, understanding their business challenges, and providing tailored solutions. You'll also develop strategic territory plans, forecast sales pipelines, and collaborate with various teams to drive product innovation based on customer feedback.

To qualify for the Scale Relationship Manager role at Intercom, you should have at least 2 years of experience selling SaaS products, ideally with over a year in a closing role. Excellent communication skills, a proven track record of exceeding sales quotas, and the ability to manage a large book of business comprising 200 accounts are essential. A growth mindset and a knack for relationship building are also key traits we look for.

Intercom is proud to foster a culture of development and promotion from within, especially for the Scale Relationship Manager position. You'll receive ongoing support through regular training sessions, mentorship opportunities, and access to resources that boost your professional skills. We believe in empowering our employees to take ownership of their growth, ensuring that as the company expands, so do your opportunities.

As a Scale Relationship Manager at Intercom, you’ll enjoy a robust benefits package that includes a competitive salary, equity options, comprehensive medical, dental, and vision coverage, and a flexible paid time off policy. Additionally, Intercom offers a paid parental leave program, a 401k plan with matching, and regular compensation reviews to reward great work, making it an attractive workplace.

The office culture at Intercom is inclusive and radically open, which means as a Scale Relationship Manager, you will thrive in an environment that encourages collaboration and innovation. Our hybrid working policy allows for flexibility while fostering team connection. We focus on achieving goals through our core values without getting caught up in divisive topics, creating a cohesive and purposeful workplace.

When answering this question, focus on specific SaaS products you've sold, your strategies for customer engagement, and the results you've achieved. Highlight your experience managing a considerable book of business and any notable examples of successful upsells or cross-sells to demonstrate your effectiveness in similar roles.

Discuss your methodology for relationship building, such as understanding client needs, maintaining regular communication, and personalizing your interaction. Emphasize the importance of listening to feedback and acting on it, which aligns with Intercom’s commitment to customer success and growth.

Your response should showcase analytical skills. Discuss how you would leverage customer analytics, open dialogues about their needs, and research to spot trends in their usage. Provide examples of how you've previously identified and capitalized on these opportunities to drive business growth.

Share your techniques for prioritization, such as assessing the potential value of each account and potential challenges. Describe your organizational skills, tools or CRM systems you use, and methods for tracking customer engagement and satisfaction to ensure no account is neglected.

Use the STAR method (Situation, Task, Action, Result) to outline a specific instance where you faced a significant challenge with a customer. Focus on the steps you took to resolve the issue, your approach to communication, and the positive outcome that resulted from your actions.

Discuss key performance indicators (KPIs) such as customer retention rates, revenue growth rates, upsell and cross-sell success, and overall customer satisfaction levels. Make sure to emphasize how you track these metrics and use them to inform your strategies.

Provide a detailed account of how you worked with other departments, such as Marketing or Customer Success, to achieve business objectives. Emphasize your teamwork skills, your ability to communicate across functions, and how your collaboration led to better customer outcomes.

Articulate how critical customer feedback is in informing product direction. Share examples of how you’ve previously collected or implemented feedback into actionable insights that have led to enhanced service delivery and customer satisfaction.

Address your motivation techniques, such as setting personal goals, celebrating small wins, and collaborating within teams to foster a supportive work atmosphere. Highlight the importance of a positive mindset and approach to learning from both successes and setbacks.

Express your genuine enthusiasm for Intercom's mission and culture. Discuss how the company’s innovative approach to customer service aligns with your professional values and goals. Mention specific elements of the role and company that excite you and how you envision contributing to its success.