Manager, Account Executives (Commercial)

Intercom•San Francisco, CA

64d•Hybrid

About The Position

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. What's the opportunity? The role will lead a team of Account Executives primarily responsible for new business revenue in the North America Region. This person will be responsible for segment strategy and planning, building, and running a high performing team. Goals are focused on accelerating logo and revenue growth with a concentration on Fin. We are looking for a highly effective leader who excels at attracting and developing talent, inspiring others, and working cross-functionally to build efficient and customer-centric sales processes. This leader will also play a critical role in developing and executing our value-led sales strategy. For this big challenge, we are looking for an innovative, agile, and resilient Sales Leader to help us write the next chapter in the AI-first customer support space.

Requirements

5+ years in a quota carrying new business IC role with proven success
Experience working on complex and strategic deals (involving procurement, legal, security)
3+ years management experience
Previous experience building and executing on outbound sales motions
Exemplary new business sales experience, experience with Command of the Message and MEDDPICC a plus
Strong understanding of forecasting principles and the ability to forecast revenue and revenue trends accurately
Proven experience-and passion for-teaching and developing top talent
Experience developing GTM strategy, building, and executing operational plans
A builder of businesses, with the ability to attract and develop the best talent in the industry
Excellent communication skills across a variety of mediums (written, verbal, presentation, and interpersonal)
Adaptive, with the ability to balance short term and long term priorities

Responsibilities

Sales Strategy Execution:
Work with senior leadership to define and implement effective sales strategies for the North American Commercial segment.
Oversee the development of sales plans and tactics that align with company goals and regional market dynamics.
Monitor the pipeline of opportunities to ensure timely and effective follow-ups, deal closures, and revenue growth.
Performance Management:
Set clear performance expectations and key performance indicators (KPIs) for the Account Executive team.
Track individual and team performance using CRM tools and reporting dashboards.
Analyze sales metrics and provide insights to optimize processes, identify trends, and forecast revenue.
Cross-Functional Collaboration:
Partner with marketing, product, and customer success teams to develop tailored go-to-market strategies and ensure seamless customer experiences.
Work closely with senior leadership to ensure alignment on goals, budgets, and resource allocation.
Customer Focus:
Maintain a strong understanding of customer needs and market trends to support the team in closing deals
Ensure customers are handed off to the Relationship Management team thoughtfully and carefully, always keeping the customer experience top of mind.
Reporting & Analytics:
Regularly report on team performance, sales pipeline, and market conditions to senior management.
Provide data-driven recommendations to improve sales performance and achieve growth targets.