Manager, Relationship Managers (MM & Key Accounts)

Who you are

You have a proven track record of leading teams in customer success or account management, with at least 5 years of experience in a similar role. Your leadership style is inspiring and you excel at attracting and developing talent, ensuring your team is highly motivated and effective in their roles. You understand the importance of building strong relationships with customers and have a strategic mindset that allows you to plan and execute initiatives that drive customer retention and expansion.

You are adept at working cross-functionally, collaborating with various departments to create efficient processes that enhance the customer experience. Your analytical skills enable you to assess customer needs and develop tailored strategies that align with their goals. You are passionate about customer service and have a deep understanding of how to leverage technology, particularly AI solutions, to improve customer interactions.

Desirable

Experience in the SaaS industry is a plus, as is familiarity with AI-driven customer service solutions. You are comfortable using data to inform decisions and have a knack for identifying opportunities for growth within existing accounts. Your communication skills are exceptional, allowing you to articulate value propositions clearly and effectively to both customers and internal stakeholders.

What you'll do

In this role, you will lead a team of Relationship Managers who are responsible for managing and expanding our customer base in the EMEA region. You will develop and implement strategies that focus on customer renewals and expansion, ensuring that our clients receive exceptional service and support. Your leadership will be crucial in fostering a culture of excellence within your team, where each member feels empowered to contribute to our customers' success.

You will work closely with the sales and product teams to align customer feedback with product development, ensuring that our offerings meet the evolving needs of our clients. Regularly reviewing performance metrics and customer satisfaction scores will be part of your responsibilities, allowing you to identify areas for improvement and celebrate successes.

Additionally, you will play a key role in executing our value-led sales strategy, ensuring that our customers understand the full value of our AI solutions. You will be involved in high-level discussions with key accounts, building relationships that lead to long-term partnerships. Your ability to inspire and motivate your team will be essential as you work towards achieving ambitious growth targets.

What we offer

At Intercom, we are committed to creating an inclusive and supportive work environment. We offer competitive compensation packages, including benefits that promote work-life balance and professional development opportunities. You will have the chance to work with a talented team that is passionate about transforming customer service through innovative technology. Join us in our mission to set a new standard for customer experiences and make a meaningful impact in the industry.