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?

Intercom's Global Sales Organization is rapidly evolving, and the GTM Enablement team is expanding to support. Our mission is to empower Intercom sellers with compelling stories, deep knowledge, and essential go-to-market skills that drive meaningful engagement with prospective buyers.

As a Senior Sales Enablement Manager based in San Francisco, CA, you will be responsible for designing and delivering impactful training programs for the North America and APAC regions. You’ll collaborate closely with Senior Enablement Managers to support GTM motions from Operations, Business Systems, and Product Marketing, ensuring seamless education and change management throughout the field. In this role, you’ll develop sales training programs and materials to enhance the skills of SDRs, AEs, and Relationship Managers, working in partnership with Sales Managers and Directors to align with leadership’s strategic goals. A key component of this role will be owning and developing the content management strategy, while also playing a vital role in partnering with Product Marketing to ensure that launch assets meet the needs of the field.

What will I be doing?

Reporting to the Senior Director of Global Sales Enablement, you will own and drive Intercom’s enablement activities and programs in North America and APAC. You’ll be responsible for:

• Collaborating closely with Product Marketing to ensure that launch assets are tailored to meet the needs of the field and drive successful product launches.
• Developing and executing a content management strategy to distribute sales and customer success content effectively across regions.
• Scoping knowledge gaps and enablement requests to assess the right enablement approach.
• Managing communications and calendars related to training programs.
• Design, development and delivery of education programs, utilizing blended learning methods.
• Facilitating training sessions (in-person and virtual).
• Implementing effective post-training communications and access to resources.
• Onboarding new sales team members in the region.
• Implement metrics to assess the effectiveness of training programs and identify areas for improvement. Provide regular feedback to stakeholders on training outcomes.
• Develop and maintain high-quality training materials, including presentations, guides, and interactive content, that are engaging and effective in driving sales performance.
• Act as a resource for the sales team, providing ongoing support, coaching, and mentoring to ensure successful adoption of training programs and continuous skill development.
• Lead enablement programming as the single-threaded-owner for global initiatives and tiger teams where needed.

What skills do I need?

• 5+ years in a Sales Enablement or a quota carrying sales role in a SaaS organization.
• Experience in delivering training both in-person and remotely.
• Experience in designing self-paced learning interventions.
• The ability to work cross-functionally and with senior leadership.
• Strong project management skills, with the ability to manage multiple priorities and deliver high-quality work on time.
• An intuitive sense for taking complex or large bodies of information and delivering the right information at the right time.
• Working knowledge of sales process and success criteria.
• Analytical mindset with the ability to measure and report on the effectiveness of training programs.
• Excellent communication (verbal, written, and presentation) and interpersonal skill; positive, flexible attitude.
• Group facilitation skills; running workshops, role plays and hands-on learning activities.
• Ability and willingness to learn and develop new skills.
• Highly organized, great attention to detail, and deadline driven.
• Successful experience in deal coaching.
• Experience at a high growth SaaS company.
• A background in Command of the Message.
• Worked in a globally distributed team.

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.
• In-office bicycle storage.
• Fun events for Intercomrades, friends, and family!

The base salary range for candidates within the San Francisco Bay Area is $154,475 - 179,525. 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).

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 two 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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