Manager, Account Executives (MidMarket)

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.

What will I be doing?

• Sales Strategy Execution:

• Work with senior leadership to define and implement effective sales strategies for the North American mid-market 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.

What skills do I need?

• 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

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 OTE range for this role is targeted at $228,00 - $349,375 for the San Francisco Bay Area. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base 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.