Director, Professional Services

The Director, Professional Services at Intercom is tasked with building and leading a team of professionals dedicated to delivering exceptional customer service. This includes developing strategies for customer success, collaborating with cross-functional teams, and ensuring that the Professional Services team is equipped with the necessary expertise to help clients maximize the value of our AI solutions.

Candidates for the Director, Professional Services at Intercom should have over 8 years of experience in professional services or consulting, with at least 4 years in leadership roles. Experience in SaaS or AI is a plus, but the ability to grow high-performing teams and maintain a customer-centric focus is essential.

The Director, Professional Services plays a crucial role in enhancing customer success at Intercom by designing and executing strategies that foster adoption and retention. By partnering closely with sales and marketing teams, the director ensures that clients receive top-tier service and are empowered to unlock the full potential of our products.

Intercom is looking for a mix of leadership skills, strong communication abilities, and a customer-centric mindset for the Director, Professional Services role. The ideal candidate should be able to manage multiple projects simultaneously, establish meaningful relationships with clients, and decisively solve problems in dynamic environments.

Intercom offers a robust benefits package for employees in the Director, Professional Services role, including competitive salaries, equity options, health and dental insurance, flexible paid time off, career development opportunities, and additional perks like a Cycle-to-Work Scheme and regular compensation reviews.

It's important to base your prioritization on customer impact and business objectives. Discuss your approach to backlog management, setting priorities that align with overall company goals while balancing team workload to avoid burnout.

Prepare a specific example that highlights your leadership style, how you expertly guided your team through challenges, and the measurable outcomes of your collaboration. Use data to showcase the success achieved through your leadership.

Discuss your experience with customer engagement strategies such as regular feedback loops, onboarding processes, and monitoring success metrics. Illustrate how you would leverage cross-functional collaboration to create a seamless customer experience.

Share your philosophy on customer service and experience management. Talk about ways you encourage your team to think from the customer's perspective, such as by creating case studies or potential customer journey maps to understand client needs better.

Explain your conflict resolution approach, emphasizing open communication and collaborative problem-solving. Provide an example of a past situation where you facilitated a resolution and maintained team morale.

Discuss key performance indicators relevant to professional services, such as project delivery times, client satisfaction rates, and account growth. Position these metrics as a way to ensure continuous improvement and customer loyalty.

Outline your approach to strategic planning, including how you've gathered input from various stakeholders, set long-term goals, and created actionable plans to achieve them. Provide evidence of past successes.

Emphasize your feedback processing system and how actively seeking customer input drives team adjustments and improvement efforts. Share an example where client feedback directly led to enhanced service offerings.

Talk about your strategies for ensuring all relevant teams are aligned and working together effectively. Highlight past collaborative projects you've led and the positive impact they had on customer results.

Reflect on current industry trends, such as adapting to remote work or the increasing demand for digital solutions. Share how you would address these challenges while maintaining high levels of service and satisfaction.