Senior Customer Success Manager (Portuguese Speaker)

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 30000 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.

Whats the opportunity

As a Strategic CSM youll partner with our largest and most complex customers to help them succeed in the new era of AI-driven customer service. Youll work with C-suite leaders and their Support teams to guide them through their AI Agent transformation with Fin from early project scoping and requirements gathering to measurable adoption to industry-best automation rates and business outcomes.

This role is an opportunity to shape how the worlds leading companies deploy AI to transform their support operations and achieve strategic outcomes aligned to their business goals.

Responsibilities

• Develop trusted advisor relationships with customers (from c-suite stakeholders to individual contributors).
• Facilitate requirements gathering and process mapping for standard operating procedures; document in clear precise and actionable terms.
• Collaborate with engineers to translate customer requirements into Fin solution designs guiding the customer on configuration best practices and prompt strategy.
• Monitor Fin usage patterns to identify risks recommend optimizations and uncover expansion opportunities.
• Maintain deep product knowledge of Fins fast-expanding capabilities; remain market aware of the fast evolving AI-agent industry.
• Lead Success Plans QBRs / EBRs and strategic planning sessions with the customer.
• Prioritize competing demands to drive the highest-value outcomes across your customer portfolio.
• Be the Voice of the Customer internally advocating for customers needs and shaping our solutions strategy.

What skills do I need

Benefits

We are a well-treated bunch with awesome benefits! If theres something important to you thats not on this list talk to us!

The OTE range for candidates within the Greater Chicago Area is $162000 - $193500. 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.

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Required Experience :

Manager

Key Skills

Anti Money Laundering,Accounts Handling,Account Development,Account Management,Customer Support,Corporate Marketing

Employment Type : Full Time

Experience : years

Vacancy : 1

Monthly Salary Salary : 162000 - 193500