Manager, Relationship Managers (SMB)
Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always‑on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI‑enhanced support for the more complex or high‑touch queries that require a human agent.
Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.
Responsibilities
* Lead a team of Relationship Managers primarily responsible for expansion and retention of our existing customer base in the EMEA region.
* Develop and execute a value‑led sales strategy focused on Fin and other Intercom offerings.
* Recruit, coach, and develop a diverse team of Relationship Managers.
* Plan and run a highly performing team, building efficient, customer‑centric processes.
* Own a book of business covering top accounts in EMEA, engaging, managing, supporting, and growing this business.
* Collaborate closely with Customer Success, Engineering, Product, Onboarding, Support, and Sales teams to ensure customers achieve their objectives using the Intercom Platform.
* Execute sales strategy: define and implement effective strategies for the EMEA Midmarket segment, oversee development of sales plans and tactics, monitor pipeline, and drive expansion through cross‑sell and upsell while managing retention.
* Build data‑driven outreach programs based on customer behaviour and white‑space opportunities.
* Translate company strategy into actionable, measurable team and individual goals.
* Set standards of excellence, inspire the team, and manage performance through clear expectations, KPIs, and analytics.
* Collaborate with marketing, product, and customer success to develop tailored go‑to‑market strategies and ensure seamless customer experiences.
* Act as the voice of the customer internally, ensuring their perspectives and priorities are represented across product, marketing, and leadership discussions.
* Identify opportunities to educate customers on emerging trends, hosting sessions or sharing insights that position Intercom as a trusted advisor.
Qualifications
* 2+ years experience managing a team of client‑facing sales or account management professionals.
* Previous experience in account management, interfacing with existing clients as an individual contributor or manager.
* Proven experience and passion for teaching and developing talent.
* Experience developing GTM strategy, building and executing operational plans.
* Successful track record of designing, implementing, and validating processes and programs.
* Strong communicational skills across a variety of mediums (written, verbal, presentation, and interpersonal).
* Exemplary sales fundamentals and understanding of different sales frameworks and tools.
* Adaptive ability to balance short‑term and long‑term priorities.
* Builder of businesses with the ability to attract and develop the best talent in the industry.
Benefits
* Competitive salary and equity in a fast‑growing start‑up.
* Weekly lunch and a variety of snack foods with a fully stocked kitchen.
* Regular compensation reviews – rewarding great work.
* Pension scheme & match up to 4%.
* Life assurance, comprehensive health and dental insurance for you and your dependents.
* Flexible paid time off policy.
* Paid maternity leave and 6‑week paternity leave for fathers.
* Cycle‑to‑Work scheme with secure bike storage.
* MacBooks standard; other equipment as needed.
* Relocation support for those moving to our offices.
Policies
* Hybrid working policy – employees expected to be in the office at least three days per week.
* Radically open and accepting culture; no advocacy on social or political topics in internal or external communications.
* Equal Employment Opportunity – Intercom will not discriminate against an applicant or employee on any legally protected basis under federal, state, or local law.
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Employment type
Full‑time
Job function
Sales and Business Development
Industries
Technology, Information and Internet
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