Deal Desk Manager

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?

You’ll have an exciting opportunity to influence the trajectory of Intercom’s overall business, partner with our Sales, Legal, GTM, and Finance teams, and take on an operating role with an exciting and fast growing company that aims to fundamentally change the way companies interact with their customers.

As a Deal Desk manager, you will be responsible for overseeing the quote-to-order process and ensuring the smooth execution of some of our largest and most strategic opportunities. You will act as a key stakeholder to Sales, Legal, Finance, Accounting, and Business Systems, managing deal formation and flow, implementing policy, and driving sustainable growth while reducing sales cycle times.

We’re looking for a proactive, independent thinker, with sound business acumen and excellent communication and collaboration skills. You are able to work in a structured manner to thrive in ambiguity and are not afraid to roll up your sleeves to dive into business challenges and create solutions to problems that have never been tackled before.

This is a new position on the Deal Desk team and you will be responsible for assisting the development and implementation of best practices across the organization.

What will I be doing?

• Support our Global Sales teams by providing deal desk guidance within the Sales Operations team and improving our day-to-day processes and systems
• Fostering best practices to increase sales effectiveness via structured deal reviews and checkpoints, supported by standard business practices and policies, and proper enablement around these
• Drive process and systems requirements (including CPQ) to implement best-in-class quote-to-order process; provide assistance is closing/managing deals in the systems
• Lead evaluation and review of all contracts for completeness, accuracy, and adherence to our policies
• Ensure approvals for non-standard deals have been properly documented, escalated to the right approval levels, and resolved within reasonable timeframes
• Work independently on projects, and apply judgment in resolving issues or in making recommendations
• Develop strong collaborative relationships with key stakeholders in Sales, Legal, Finance, Accounting, and other key teams across the company
• Assisting on contract negotiations internally, including: deal structure, discounting guidance, order processing, etc.

What skills do I need?

• 4+ years experience in Deal Desk or in a related function w ithin SaaS or AI.
• Experience in dealing with complex, cross-functional deal/contract management across Sales, Finance, Product and Legal
• Understanding of quote-to-order process, knowledge of Salesforce CPQ is a plus
• Strong structured problem solving skills along with ability to demonstrate practical judgment in complex situations
• Able to work with a high degree of autonomy, and prioritize different requests
• Strong communication skills, including experience effectively communicating with senior management
• Willing to work in a highly demanding and results-oriented team environment
• Proficiency in Microsoft Excel and working knowledge of Salesforce
• Bachelor’s degree

Bonus skills & attributes

• Background working in high-growth, performance-focused environments
• Knowledge of software revenue recognition principles would be an advantage
• AI fluency and passion for applying emerging technology in the day to day

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 equity in a fast-growing start-up
• We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
• Regular compensation reviews - we reward great work!
• Pension scheme & match up to 4%
• Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
• Open vacation policy and flexible holidays so you can take time off when you need it
• Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
• If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
• MacBooks are our standard, but we also offer Windows for certain roles when needed.

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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