Intercom was founded in 2011 to change the standard of customer service online. Our AI-first customer service platform is a totally new way to deliver customer service and is designed to transform the way businesses interact with their customers through AI. We all know that customer service on the internet sucks. It’s slow and impersonal. We help businesses provide instant and exceptional service to their customers and maximize their support agents’ productivity, efficiency, and performance—all through our single AI system. More than 25,000 businesses use Intercom to send millions of messages to millions of customers each month.Intercom has been a long-standing product leader and cultural icon in the technology and startup worlds for more than a decade. We set the pace for our industry and live by our values that allow us to push boundaries, build with speed and intensity, and deliver incredible value to our customers.Join us on our mission to redefine customer service and make internet business personal.
What's the opportunity? 🤔
You’ll have an exciting opportunity to influence the trajectory of Intercom's overall business, partner with our Sales, Legal, 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 Analyst, 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.
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? 📖
- 2+ years experience in Deal Desk/Sales Operations role in SaaS
- Experience in dealing with complex, cross-functional deal/contract management across Sales, Finance 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
- 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
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!
- Open vacation policy and 10 corporate holidays
- 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.
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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What We Do
Strong customer relationships are more important than ever. But the scale and nature of online business, combined with rising customer expectations, makes it difficult to build—and keep—those connections.
That's why we're here. Sales, marketing, and support teams at more than 25,000 businesses worldwide use Intercom – including Amazon, Atlassian, and EON. We’re providing a suite of products that help businesses connect quickly, easily, and personally with their customers.
Our products are great to sell, because they're loved by our customers. We received a “Top Rated” for Live Chat on Trustradius, and we’re a Top 50 product for Small Businesses on G2 - we think these awards speak for themselves.
Why Work With Us
While we're a global company now, we've stayed true to our values, which make Intercom a special place to work. You'll find this is a caring, friendly business to be a part of, but also one that's providing incredible opportunities for its people - everyone here has a chance to make an impact and advance in their career. We go further together!
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