Senior Customer Success Manager (Portuguese Speaking)

IntercomChicago, Illinois

On-site Full-time $162K/yr - $193.5K/yr

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Experience Level

Mid to Senior

Qualifications

Required Skills and Qualifications4-7 years of experience in a customer-facing role within management consulting or technology solutions. Proven ability to foster strong relationships with customers and deliver exceptional service. Excellent analytical skills with the capability to translate data into actionable insights. Strong organizational skills to manage multiple projects and priorities effectively. Exceptional communication skills, both verbal and written, with fluency in Portuguese being essential. Experience in guiding clients through technology adoption and transformation. Passion for customer success and a commitment to driving outcomes that align with client goals.

About the job

Intercom is a pioneering AI Customer Service company dedicated to revolutionizing customer experiences for businesses worldwide.

Our state-of-the-art AI agent, Fin, is the most advanced customer service solution available, enabling businesses to offer impeccable 24/7 customer support, thus enhancing overall customer satisfaction. Fin can seamlessly integrate with our Helpdesk, forming the comprehensive Intercom Customer Service Suite, which provides AI-augmented assistance for more intricate queries necessitating human intervention.

Since our establishment in 2011, we have gained the trust of nearly 30,000 businesses across the globe, setting a new benchmark in customer service. Guided by our core values, we continually strive to break new ground, work with urgency and intensity, and provide exceptional value to our clients.

What’s the opportunity?

As a Senior Customer Success Manager, you will engage with our largest and most intricate customers, facilitating their success in the evolving landscape of AI-driven customer service. Collaborating with C-suite executives and their support teams, you will navigate them through their transformative journey with Fin, from initial project scoping and requirement gathering to ensuring measurable adoption and optimal business outcomes.

This position offers a unique chance to influence how leading global companies leverage AI to enhance their support operations, aligning strategic outcomes with their business objectives.

Key Responsibilities

Build trusted advisor relationships with clients, ranging from executive stakeholders to team members.
Lead requirements gathering and process mapping for standard operating procedures, documenting in clear and actionable terms.
Collaborate with engineering teams to translate customer requirements into effective Fin solution designs, providing guidance on configuration best practices and prompt strategies.
Analyze Fin usage patterns to identify potential risks, recommend optimizations, and uncover expansion opportunities.
Maintain comprehensive knowledge of Fin's rapidly evolving capabilities and stay informed about trends in the AI-agent industry.
Conduct Success Plans, Quarterly Business Reviews (QBRs), Executive Business Reviews (EBRs), and strategic planning sessions with customers.
Prioritize competing demands to achieve the highest value outcomes across your customer portfolio.
Act as the Voice of the Customer internally, advocating for their needs and influencing our solutions strategy.

About Intercom

Intercom is at the forefront of AI Customer Service, committed to transforming how businesses engage with their customers. Our innovative solutions empower organizations to deliver exceptional service experiences that foster loyalty and enhance satisfaction.

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