Customer Solutions Operations Manager

What's the opportunity? 🤔

We are seeking a Customer Solutions Operations Manager to join our global Revenue Operations team. In this role you will report directly to the Director, Global Sales Operations, partnering closely with Customer Solutions leadership (encompassing Customer Success, Sales Engineering, and Onboarding Specialists). You will play a key role in driving customer outcomes by developing and executing effective customer success strategies, from initial usage to renewal and expansion with Intercom. The position demands a blend of strategic thinking, analytical abilities, operational excellence, and exceptional communication skills. If you're passionate about driving results and improving customer outcomes, this could be the role for you!

We are looking to speak to candidates who are based in the San Francisco Bay Area for our hybrid working model.

What will I be doing? 🚀

Strategy:

• Partner with Customer Solutions leaders to create improved customer engagements to drive product adoption and customer outcomes.
• Collaborate with stakeholders to design and build internal processes, playbooks, and models that optimize our Solutions team.
• Analyze performance, identify process gaps, and highlight customer challenges, and create and execute plans to address these improvement opportunities.
• Build a world-class customer success toolkit that enables our team to maximize performance with standardized processes and plays for customer engagements.

Analytics:

• Develop a deep understanding of the core metrics for the Solutions team and manage the related data with the goal of driving insights to actions.
• Monitor dashboards and work with data science & analytics teams to understand customer success metrics and communicate actionable insights to CS leaders.
• Ensure data quality across various systems and flag areas for improvement.
• Track leading indicators of customer health and renewal, providing insights into areas of strength and opportunity.

People & Process:

• Foster a collaborative and inclusive team culture that promotes accountability, innovation, and continuous improvement.
• Provide project management and manage day-to-day CS operations tasks.
• Measure the effectiveness of the Solutions team via operational metrics, create a review process, and share insights and actions with the leadership team.
• Collaborate with leadership to assess team needs. Provide qualitative and quantitative inputs to inform recommendations and build process improvements.
• Document existing and new processes in a centralized location to ensure internal consistency and internal adoption of best practices.
• Provide constructive feedback on ideas and proposals, identifying areas for improvement and collaboration.

What skills do I need? 📖

• Proven track record with 5+ years of experience with at least 3 years working in a customer success/solutions operations role, Sales or Revenue Operations, or relevant consulting, finance, or other analytical roles.
• Ability to deliver actionable analysis and recommendations with minimal supervision.
• Experience successfully managing cross-functional relationships and competing priorities which contribute to team performance and business goals.
• Proven ability to design and implement innovative programs, processes, practices or methodology across the customer solutions ecosystem (Success, Sales Engineering, Onboarding, and Partnerships).
• Experience working in a SaaS or technology-driven environment is preferred.
• Excellent communication, presentation, and interpersonal skills, including experience in high-level business discussions with executives.
• Analytical mindset with proficiency in data analysis and performance metrics.
• A high sense of urgency to get things done quickly and ability to thrive in high-growth, fast-paced environments dealing with ambiguous and often complex problems.

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
• Comprehensive medical, dental, and vision coverage
• Regular compensation reviews - great work is rewarded!
• Open vacation policy and 10 corporate holidays
• Paid Parental Leave Program
• 401k plan & match
• In-office bicycle storage
• Fun events for Intercomrades, friends, and family!
• Proof of eligibility to work in the United States is required.

The base salary range for candidates within the San Francisco Bay Area is $132,275 to $153,725. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).