Job Description

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? 

As part of the GTM Analytics team, you will provide data-driven insights that help shape GTM strategy across Sales and Customer Success. This role will be key in optimizing our customer success strategy by reshaping reporting and forecasting of retention metrics. Collaborating with GTM leadership, this position will help define strategic initiatives and rigorously track their efficacy.

What will I be doing? 

• Data Insights & Reporting: Oversee the development of analytical models and reporting tools that provide transparency into GTM performance, on strategic initiatives, and other aspects of our customer-facing motions.


• Strategic Planning: Lead quarterly planning for retention and success, and align targets with Finance and Success.


• Cross-Functional Collaboration: Partner closely with Sales, Success, and Finance to provide actionable insights, forecast performance, and evaluate market opportunities.


• Operational Excellence: Drive business change by developing a keen understanding of the business and making data-driven recommendations.


• Market Intelligence: Synthesize customer insights, market trends, and product usage data to inform GTM planning and innovation.

What skills do I need? 

• 5+ years of experience in analytics, GTM, or a related field


• Strong GTM knowledge and experience with Sales and Success functions.


• Expertise in data analytics and business intelligence tools (e.g., SQL, Tableau, Looker, Python, R).


• Demonstrated ability to establish highly collaborative relationships with cross-functional teams across the GTM organization.


• Strong strategic mindset, with a demonstrated ability to influence senior stakeholders through data-driven insights.


• Excellent communication and storytelling skills, with the ability to present complex data in a clear, actionable manner.

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!


• 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 base salary range for candidates within the San Francisco Bay Area is $190,800 - $227,900 . Actual pay will depend on a variety of factors such as education, skills, experience, location, etc. The 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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