Relationship Manager, SMB (LATAM)

Who you are

You have a proven track record in relationship management, particularly within the small to medium business sector. Your experience includes working with diverse markets, especially in Latin America, where you understand the unique challenges and opportunities that exist. You excel in building trust and rapport with clients, ensuring they see the value in the solutions you provide. You are adept at navigating complex sales environments and can effectively communicate the benefits of using Intercom's platform to enhance customer experiences.

You are data-driven and understand how to leverage analytics to inform your strategies. Your ability to analyze customer feedback and market trends allows you to tailor your approach to meet the specific needs of your clients. You are comfortable working in a fast-paced environment and can adapt quickly to changing circumstances while maintaining a focus on customer satisfaction.

Desirable

Experience in the tech industry, particularly with customer service solutions, is a plus. Familiarity with AI-driven customer service tools will give you an edge in understanding how to position Intercom's offerings effectively. You are fluent in both English and Spanish, enabling you to communicate seamlessly with clients across LATAM.

What you'll do

In this role, you will be responsible for managing relationships with small and medium-sized businesses in Latin America. You will work closely with clients to understand their needs and help them leverage Intercom's platform to improve their customer service operations. Your goal is to drive growth and retention by ensuring clients are satisfied and see tangible results from their investment in Intercom.

You will conduct regular check-ins with clients to assess their satisfaction and identify opportunities for upselling additional features or services. Collaborating with the sales and customer success teams, you will develop strategies to enhance customer engagement and retention. You will also gather feedback from clients to inform product development and improve service delivery.

Your role will involve analyzing customer data to identify trends and insights that can help shape your approach. You will prepare reports on customer engagement and retention metrics, presenting your findings to the management team to inform strategic decisions. Additionally, you will participate in training sessions to stay updated on Intercom's latest features and best practices for customer engagement.

What we offer

Intercom provides a dynamic work environment where you can grow your career while making a significant impact on our clients' success. You will have access to ongoing training and development opportunities to enhance your skills and advance your career. We value collaboration and encourage you to share your insights and ideas with the team. Our culture is built on trust, transparency, and a commitment to delivering exceptional value to our customers. Join us in our mission to transform customer service through innovative technology.