Intercom is an AI-first customer service platform that helps businesses deliver better, faster, more personalized support.

Intercom is bringing AI-first Customer Service to the world, dramatically improving experiences for customers, support agents, and managers alike.Modern, fast, and easy-to-use, Intercom’s complete AI-first Customer Service Platform enhances the customer experience, improves operational efficiency, and scales with our customers’ business every step of the way. Intercom is also the most innovative and fastest improving product on the market. Shipping over 200 product improvements every year, Intercom is bringing AI features to market before anyone else.

What's the opportunity? 🤔

As the Director of Intercom’s Global Go-to-market Enablement team, you will lead and grow a best-in-class global Sales Enablement organization. You will build on the vision and strategy, and lead a team that will develop, deliver and own programs and tools that result in a more successful and productive Sales organization. This team will own the development, launch and ongoing management of methodologies, playbooks, on-boarding, management training, documentation and communications to drive results and productivity as we scale. This critical role requires strategic acumen, analytical thinking, creativity and passion to develop best in class enablement programs.

What will I be doing? 🚀

• Craft and evolve the vision and strategy for Intercom's Global GTM Enablement, focusing on Sales skills development, product enablement, efficient tool utilization, and dynamic support for sales campaigns.
• Spearhead the development of persona-specific messaging and Sales strategies in collaboration with the Marketing team.
• Build and manage the global Sales Enablement team of 4+ team members.
• Design and implement our value based sales methodology and document best practices, working with leadership across Sales, Support, Marketing and Product.
• Partner with Sales leaders to build and execute an innovative global enablement strategy and programs (including on-boarding, ongoing skill training and role specific training).
• Build strong cross-functional partnerships and collaboration between Sales, Marketing, Product and Business Operations.
• Evaluate, implement, own and drive adoption of tools and aids that drive efficiency and enablement.
• Baseline and assess Sales skills, knowledge, process and tools required to increase sales productivity at each stage of the buying process. Align development areas to role-specific learning paths.
• Help develop and deliver Sales frontline manager enablement programs to ensure they have the skills, knowledge, processes and tools required to lead their sales teams effectively.
• Design and implement comprehensive sales enablement programs, including but not limited to value-based selling methodologies, role-specific training, and frontline manager enablement, ensuring alignment with Intercom's strategic objectives.
• Establish structured feedback channels with the sales team to gather insights on training needs, material usability, and market dynamics. Use this feedback to continuously refine enablement strategies and tools.
• Establish measurement and KPIs for the Enablement function to track progress over time.

What skills do I need? 📖

• 10+ years of experience in Sales/Sales Operations/Sales Enablement/Marketing that includes B2B enterprise selling
• 5+ years of experience in a SaaS environment
• 5+ years directly managing sales enablement professionals
• Previous experience as a direct enterprise seller or sales manager
• Demonstrated experience establishing and leading a sales enablement team in a global, fast-paced environment
• Successful track record of maximizing data and analytics to understand performance and improve results
• Experience building, managing & measuring sales enablement projects or programs
• Capability of balancing focus on tactical items with longer term strategic goals
• Natural sense of curiosity, self driven, active learner who is out there spending time in our products and competitors products.
• Strong stakeholder management, communication, and cross functional collaboration experience
• Exceptional facilitation skills across various selling approaches
• Inspiring leader for the team that can coach, mentor and develop talented individuals
• Enjoys leading trainings, best practices, and methodologies

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  $212,500 - $287,500. 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 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.

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