Relationship Manager, Small Business 2

As a Small Business Relationship Manager at Intercom, you’ll play a crucial role in nurturing relationships with small business clients. Your main responsibilities will include building customer trust, understanding their business challenges, and proposing solutions through our AI-driven platform. You will also develop strategic territory plans to identify upselling and cross-selling opportunities, enhance customer retention, and accurately forecast your sales pipeline, all while collaborating with internal teams to drive product innovation based on client feedback.

To apply for the Small Business Relationship Manager role at Intercom, candidates should have at least 2 years of experience managing a large portfolio of accounts, ideally involving retention, renewals, and growth. A minimum of 1 year of selling SaaS products is preferred, along with a demonstrated capability to exceed sales quotas. Strong communication skills, an ability to maintain deep relationships across different levels in organizations, and a growth mindset are essential to thrive in this exciting role.

At Intercom, we are committed to the professional growth of our team members. As a Small Business Relationship Manager, you’ll have opportunities for mentorship and regular training sessions. We believe in developing our talent from within, providing a supportive environment that encourages continuous learning, creativity, and ownership over your role. You'll engage in team development initiatives and have a chance to advance your career in a rapidly growing organization.

Intercom fosters a radically open and accepting culture that values diversity and inclusion—the perfect backdrop for a Small Business Relationship Manager. Here, your voice is heard and respected, and we focus on creating a cohesive work environment. With flexible hybrid working policies and a strong emphasis on collaboration, you’ll find a workplace that is both innovative and supportive, where personal opinions are respected in the context of professional discussions.

As a Small Business Relationship Manager at Intercom, you can look forward to a competitive salary and meaningful equity, along with comprehensive medical, dental, and vision coverage. Our flexible paid time off policy allows you to maintain a great work-life balance, and additional benefits like a 401k plan, paid parental leave, and fun team events ensure that we value you not just as an employee, but as an individual.

When discussing your experience, focus on the number of accounts you've managed, the strategies you implemented for retention, and any specific challenges you faced. Highlight your method for tracking relationships and growth metrics as well as the tools you utilized to achieve success in your previous role.

It's vital to demonstrate your organizational skills. Talk about your approach to prioritization—mention any tools or methodologies you use to keep track of tasks and timelines. Share a specific example where successful prioritization led to a fruitful outcome for both you and your clients.

Reflect on a specific experience where you effectively resolved a customer’s issue. Explain the steps you took to listen to their concerns, propose solutions, and follow up afterward. Emphasize the impact this had both on customer retention and your personal growth as a relationship manager.

Discuss your approach to understanding client needs. Highlight your methods for gathering insights about their business goals and how this knowledge enables you to identify opportunities for additional solutions or products. Share your previous successes to reinforce your strategies.

Staying informed is crucial in sales roles. Talk about your strategies for keeping current, such as reading industry publications, attending conferences, or engaging in relevant online communities. Share how you use this knowledge to effectively serve your clients.

Outline your process for onboarding a new client, emphasizing your commitment to understanding their business needs first. Discuss how you would educate them about the value of Intercom’s services and provide specific examples of how past clients successfully integrated the platform.

Be prepared to discuss key performance indicators such as customer retention rates, Net Promoter Score (NPS), and product usage statistics. Explain why you believe these metrics are important and how you’ve used them to drive improvements in customer relationships in the past.

Share a specific instance where you gathered client feedback and communicated it effectively to the product team. Discuss how this collaboration led to improvements in the service or product and the ultimate impact on customer satisfaction and relationship building.

Emphasize the importance of teamwork in achieving sales goals. Discuss how collaborating with marketing, product, and customer success teams has enhanced your ability to serve clients effectively and the outcomes of those collaborative efforts.

This is your chance to connect your professional goals with the company’s mission. Speak about your admiration for Intercom’s innovative approach to customer service and how it aligns with your passion for helping small businesses grow. Personalize your response to reflect your experiences and aspirations.