Sales Operations Manager

Intercom was founded in 2011 to change the standard of customer service online. Our AI-first customer service platform is a totally new way to deliver customer service and is designed to transform the way businesses interact with their customers through AI. We all know that customer service on the internet sucks. It’s slow and impersonal. We help businesses provide instant and exceptional service to their customers and maximize their support agents’ productivity, efficiency, and performance—all through our single AI system. More than 25,000 businesses use Intercom to send millions of messages to millions of customers each month.Intercom has been a long-standing product leader and cultural icon in the technology and startup worlds for more than a decade. We set the pace for our industry and live by our values that allow us to push boundaries, build with speed and intensity, and deliver incredible value to our customers.Join us on our mission to redefine customer service and make internet business personal.What's the opportunity? 🤔You’ll have an exciting opportunity to influence the trajectory of Intercom's overall business, partner with our senior Sales, Sales Operations, and Business System leaders, and take on an operating role with an exciting and fast growing company that aims to fundamentally change the way companies interact with their customers.As a Sales Operations Manager, you will help make the global sales team and sales operations team more effective and productive by using a scaled approach to crack the most important operational and systems challenges across the lead-to-opportunity ecosystem. Our team will be responsible for owning the GTM Operations quarterly project roadmap, identifying gaps and making improvements in sales process and technology, and project managing the implementation and enablement of new go-to-market initiatives.We’re looking for a proactive, independent thinker, with sound business acumen and excellent communication and collaboration skills. You are able to work in a structured manner to thrive in ambiguity and are not afraid to roll up your sleeves to dive into business challenges and create solutions to problems that have never been tackled before.What will I be doing? 🚀• Act as an advisor to sales and cross-functional leadership by delivering data-driven recommendations to help optimize the sales process and achieve strategic priorities• Manage a wide range of key projects for the business such as implementing and optimizing sales tools, launching process improvement initiatives, processes and systems to maintain CRM data quality, company-wide initiatives and other highly diverse projects• Proactively identify process inefficiencies and opportunities for scale in existing workflows and map out programs to drive improvements• Work independently on projects, and apply judgment in resolving issues or in making recommendations• Develop strong collaborative relationships with key stakeholders in Sales, Legal, Business Systems, Marketing, and other key teams across the company• Keep leadership team informed of status and risk of owned programs and projectsWhat skills do I need? 📖• 4+ years experience in Sales Operations/Marketing Operations/Project Management role in SaaS• Experience in dealing with complex, cross-functional deal/contract management across cross-functional teams• Understand existing Salesforce CRM and Sales Systems core processes and how new Go-To-Market motions will impact existing processes• Strong structured problem solving skills along with ability to demonstrate practical judgment in complex situations• Able to work with a high degree of autonomy, particularly within a global setting• Exceptionally strong communication skills, including experience effectively communicating with senior management• Willing to work in a highly demanding and results-oriented team environment• Strong proficiency in Salesforce (administration for sales teams, reporting, data management), sales engagement tools (Outreach, SalesLoft, Gong Engage)• Bachelor’s degreeBonus skills & attributes 🙌• Background working in high-growth, performance-focused environments• Experience working at Product-Led Growth companies with self-serve and sales commercial models• Knowledge of software revenue recognition principles would be an advantage• Proficiency in enrichment tools (ClearBit, ZoomInfo, Clay), intent data tools (6sense, Demandbase), and sales prospecting tools (e.g. LinkedIn Sales Navigator)• Basic knowledge of SQL and experience querying databases (Snowflake, Redshift, Looker)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• Catered lunch every weekday, plus a variety of snack foods and a fully stocked kitchen• Fully funded comprehensive medical, dental, and vision coverage• Open vacation policy and 10 corporate holidays• Paid Parental Leave Program• Commuter benefits + 401k plan• In-office bicycle storage• Fun events for Intercomrades, friends, and family!• Proof of eligibility to work in the United States is required.PoliciesIntercom 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.Is this role not quite what you're looking for? Join our Talent Community to stay connected with us.