Head of Account Management, North America

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 30000 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.

Whats the opportunity

Join Intercom as the Head of Account Management for North America and play a pivotal role in shaping the future of AI-driven customer service. In this high-impact second-line leadership position youll drive revenue growth across both SMB and Mid Market accounts ensuring our customers experience the full value of our industry-leading AI solutions. Your leadership will directly influence a generational opportunityhelp build the AI agent category and shape the future of customer service.

Youll lead a talented team focused on managing and expanding relationships with our existing North America customers. The teams mission: deliver incredible customer experiences and maximize customer value through our AI-first Customer Service Suite. As a key member of our leadership group youll help define and execute strategies that align with Intercoms vision to transform customer service through AI working cross-functionally to ensure we win in a rapidly evolving market.

What will I be doing

• Build and lead the North America account management organization across all major segments (VSB SB MM).
• Lead coach and develop front line managers and teams responsible for all existing business revenue in North America including both Small Business and Mid Market accounts (30 sellers 5 managers).
• Define and execute the Account Management strategy developing playbooks and territory plans that drive retention and expansion revenue.
• Manage all planning revenue forecasting resource allocation and investment planning across account management functions for North America.
• Partner with global leadership on company-wide initiatives representing the North America book of business in product roadmap discussions pricing strategy and more.
• Work closely with the North American customer success organization to build and execute programs to drive customer health and utilization.
• Build strategic relationships with top customers within North America.

What skills do I need

• 12 years of experience in technology sales with 5 years leading high performing account management teams
• Deep renewals experience ideally running renewals businesses of 8 figures
• Strong program management experience proven ability to take strategic programs through ideation to launch
• Proven track record of building and scaling teams across multiple segments/customer tiers
• Strong operational mindsetskilled at building scalable processes and driving efficiency
• Strategic mindset with the ability to balance immediate revenue goals with long-term market development and ecosystem building
• Executive presence and communication skills suitable for engaging with C-level customers
• Familiarity with Command of the Message and MEDDPICC (or similar) a plus
• Passion for AI and its transformative potential in customer service.

Benefits

We are a well-treated bunch with awesome benefits! If theres something important to you thats 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!
• Flexible paid time off policy
• 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 OTE salary range for candidates within the San Francisco Bay Area is $400500 - $478375. 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).

Policies

Intercom 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 three 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.

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