Manager – Deal Desk @ Intercom

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? 🤔

We are seeking an experienced Global Manager, Deal Desk to lead our deal desk team in North America and Europe. In this role, you will play a pivotal part in driving the growth and success of Intercom by building and managing a world class deal desk operation. You will be responsible for building the strategic direction, implementing new and scalable processes and tools, and fostering a culture of excellence within the team. You will take ownership of advising our sales organization on deal structures and pricing, compliance needs, and approving strategic deals.

You will partner with sales, finance, business systems and revenue operations leaders to build close alignment around business objectives. This will include being a critical contributor to longer-term strategies as well as near-term deliverables, providing the guidance to help the sales organization achieve key revenue objectives.

You will be responsible for coaching and developing your team to efficiently and effectively manage deal desk operations while developing talent within the organization.

What will I be doing? 🚀

Leadership and Team Management:

Lead, mentor, and inspire a team of deal desk representatives.
Provide guidance, coaching, and ongoing training to develop the skills and capabilities of the team.
Foster a collaborative and inclusive team culture that promotes accountability, innovation, and continuous improvement.

Strategy and Planning:

Develop and execute the deal desk strategy to support revenue generation that aligns with our company’s financial goals.
Define and implement scalable processes for deal reviews and approvals, ticket/case management, and financial reviews including the introduction and use of automation and AI.
Collaborate with cross-functional teams, including sales, finance, business systems, and revenue operations, to align deal desk efforts with overall business objectives. Specifically, develop plans that improve the rep experience when working with deal desk, ensure appropriate financial review and controls, and continually improve the use of our tools and technology.
Proficiency in utilizing and integrating the latest sales technologies and tools, including CRM systems, to improve team efficiency and effectiveness.

Performance Management and Optimization:

Set clear performance targets and metrics for the deal desk team and track progress against goals.
Analyze key performance metrics, identify areas for improvement, and implement initiatives to optimize deal desk and sales performance.
Utilize data-driven insights to refine strategies, tactics, and resource allocation.

Alignment

Partner with senior sales leadership to ensure we’re aligned with and delivering on business objectives.
Collaborate with finance and revenue operations to build a cohesive process for deal review and approval.

What skills do I need? 📖

First line management experience and you will have successfully led deal desk or similar teams with a track record of making continuous operational improvements and supporting revenue growth.
Proven ability to develop and execute strategic initiatives to drive revenue growth and achieve business objectives.
Strong leadership skills with the ability to inspire, motivate, and develop teams.
Experience hiring and developing teams with a focus on coaching, mentoring and diversity.
Experience in using and identifying new, disruptive technologies to drive efficiency within the deal desk org.
Experience successfully managing cross-functional relationships which contribute to team performance and business goals.
Excellent communication, presentation, and interpersonal skills.
Analytical mindset with proficiency in data analysis and performance metrics.
Experience working in a SaaS or technology-driven environment is preferred.
Ability to thrive in a fast-paced, dynamic startup environment.

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.

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 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.

What’s the opportunity? 🤔

What will I be doing? 🚀

What skills do I need? 📖

Benefits 😍

6 month growth

1 year growth

2 year growth

Benefits