Solutions Architect jobs

Intercom is on a mission to help our customers provide incredible customer experiences online. We enable businesses to provide instant and exceptional service to their customers while maximizing the productivity, efficiency and performance of their support teams—all through our single seamless platform. 

Intercom is leading the market in AI customer service with Fin by Intercom, the most powerful AI customer service agent available, and Helpdesk by Intercom, a fully featured AI enhanced helpdesk for human support.  

Today, more than 25,000 businesses use Intercom’s platform to send millions of messages to millions of customers each month. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers. 

Join us to help define and lead the AI revolution for customer service.

What's the opportunity? 

We are seeking a dynamic Solutions Engineering Leader to oversee the technical aspects of our sales process.  A transformational visionary, who is excited about taking our business to the next level through disruptive thinking and innovation in an AI first world.

In this role, we need you to have exceptional leadership, communication, strategic, analytical, and consulting skills. Additionally, you will have to be strong in Internal and external stakeholder management, C suite comfort and the ability to translate these into revenue opportunities.

As an SE leader, you will embody the voice of our customers, aligning our customer-facing SE teams to deliver a unified and exceptional experience throughout the entire customer lifecycle, including post-sales engagements. Your collaboration will span across Sales, Solutions, Customer Success, Product, Special Projects and Marketing teams to drive success for Intercom.

What will I be doing? 

• Manage all aspects of people management, including hiring, development, training, promoting career growth, conducting regular 1:1s and periodic performance reviews whilst retaining our top talent in the market.
• Act as a trusted advisor for our key customers within your sales segment, helping to address complex technical challenges and ensuring clear communication with executive-level stakeholders.
• Champion the use of Intercom's AI technologies across a wide range of industries to establish the company as the industry leader.
• Operate as a player/coach by working with sales reps, meeting with prospects, configuring and delivering demonstrations, while also managing the team.
• Work closely with the Sales organisation to develop and execute growth plans to drive our strategic AI vision
• Act as a trusted advisor for our key customers within your sales segment, helping to address complex technical challenges and ensuring clear communication with executive-level stakeholders.
• Develop and communicate a clear strategic vision for the Sales Engineering team, ensuring alignment with the company's overarching goals and the evolving needs of our customers.
• Ensure the efficiency of the team by driving and managing the technology evaluation stage of the sales process
• Embody the Intercom values and provide exemplary leadership whilst promoting a culture that is obsessed about customer satisfaction and success, inspiring your team to always put our customers at the forefront of everything we do.

What skills do I need? 

• 8+ years of pre-sales experience as a Sales Engineer, Solutions Architect, or related role. 
• Having 2+ years of experience leading technical pre-sales teams, with a proven track record of hiring, mentoring, and managing high-performing teams will be beneficial but not required.
• High energy, self-starter who is comfortable with ambiguity in entrepreneurial environments with an ability to stay focused and thrive under pressure while working with customers to solve their most challenging issues.
• Have a humble attitude, and a passion to help others, with a willingness to learn whatever it takes to support the team and help our customers thrive.
• Outstanding professional, who approaches their work with humility, a strong collaborative mindset, and comfortable supporting all levels of sales teams (Enterprise, Mid-Market, Small Business)
• A track record of consistently delivering revenue numbers, producing accurate forecasts, while maintaining a focus on team development and growth
• Ability to quickly grasp and distinctly explain technological and business concepts
• Able to travel internationally
• Ability to flex working hours to partner with team in North America 
• Excellent communication and presentation skills

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
• Flexible paid time off policy
• 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 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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