Senior Account Manager (Small Business)

Overview

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.

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.

Responsibilities

• Drive Pipeline and Revenue: Independently manage your pipeline by sourcing it through developing your accounts book and outbound efforts within large accounts.
• Secure Customer Renewals: Proactively manage the renewal lifecycle for your book of business to ensure long term partnership and success.
• Execute a Strategic Sales Process: Employ a structured, data driven approach to your sales efforts, using data to prioritize activities and deliver accurate weekly forecasting.
• Act as a Consultative Partner: Utilize strategic selling skills like value selling and ROI analysis to solve customer problems. Multithread within accounts and provide consistent, industry specific advice throughout the sales and account life cycle.
• Lead Cross Functional Account Teams: Align and organize internal resources, such as, CSMs, Product, Marketing to ensure complex deals are successfully closed.
• Master Product and AI Fluency: Develop a deep understanding of Intercom's product suite, particularly our AI capabilities, and articulate how our solution connects directly to customer KPIs and long term value.
• Strengthen Customer Relationships: Build strong relationships with customers by understanding their support workflows, business metrics, and executive priorities, positioning yourself as a credible, long term partner.

Qualifications

• Proven Sales Experience: 3+ years in a B2B SaaS closing role, with a consistent track record of hitting and exceeding quota. Experience in CS, CX, or CRM is a significant advantage.
• Business Development Mindset: Demonstrable ability to proactively generate your own pipeline while effectively managing your overall book of business.
• Consultative and Strategic Acumen: Strong business acumen with experience in value based selling, ROI articulation, and effective negotiation.
• Technical and AI Curiosity: Commitment to autonomously learning about AI and technical concepts, with the ability to translate complex features into clear business outcomes for both technical and non technical buyers.
Cross Functional Influence: Ability to lead and collaborate with internal teams, managing projects and keeping stakeholders informed to move deals forward.
• Exceptional Communication: Clear, concise written and verbal communication skills, with the proven ability to tailor your message to various audiences.
• Growth Mindset: A high degree of coachability, intellectual curiosity, and a continuous drive for learning and self improvement.
• Bonus: Practical experience in Value Selling, Command of the Message, and/or MEDDPICC. Familiarity selling AI enabled products or automation tools. Additional European languages are an advantage.

Benefits

• Competitive salary and equity in a fast growing start up.
• Daily lunch and snack foods with a fully stocked kitchen.
• Regular compensation reviews-reward great work.
• Unlimited access to Claude Code and best in class AI tools; experimentation & building is encouraged & celebrated.
• Pension scheme & match up to 4%.
• Life assurance, comprehensive health and dental insurance for you and your dependents.
• Flexible paid time off policy.
• Paid maternity leave, 6 weeks paternity leave for fathers.
• Cycle to Work Scheme with secure bike storage.
• MacBooks as standard; Windows for certain roles when needed.

Equal Employment Opportunity

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.