Business Analyst - CRM at Intercom

Montreal, Quebec, Canada

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaSIndustries

Requirements

Bachelor’s degree in Business, Technology, or related field. Certifications in Business Analysis, Change Management, or related areas are a plus
3+ years of experience in client enablement, business analysis, or technical support roles
Strong understanding of client-facing platforms, CRM systems (preferably Microsoft Dynamics 365)
Excellent communication skills, both written and verbal, with the ability to present complex ideas to diverse audiences
Proven experience in creating user training materials and documentation
Solid analytical skills, with the ability to gather and document business requirements and translate them into actionable insights
Experience with Agile development methodologies and participation in UAT processes
A proactive, solution-oriented mindset with the ability to manage multiple priorities in a fast-paced environment
Strong problem-solving skills and attention to detail
Ability to collaborate with cross-functional teams
Ability to lead change and promote adoption of new technologies
Client-centric mindset with a focus on delivering exceptional user experience

Responsibilities

Act as a change agent within the organization, driving the adoption of new processes, tools, and technologies to enhance client enablement
Work closely with cross-functional teams to ensure smooth transitions during process changes or technology upgrades
Serve as a Super User for the client-facing platforms and tools, providing advanced support and troubleshooting assistance to end users
Act as the main point of contact for client-facing teams to resolve issues and answer inquiries related to the tools, platforms, and processes used by clients
Collaborate in developing and maintaining comprehensive user training materials, including guides, video tutorials, and FAQs, to ensure consistent and efficient onboarding for internal users and clients
Facilitate training sessions for client-facing teams, ensuring that they are equipped to navigate the platforms effectively and deliver excellent customer service
Ensure that all training materials and documentation are kept up to date with new features, functionalities, and best practices
Participate in discovery calls and workshops with stakeholders to gather requirements for new features or process improvements
Document Feature requests, business requirements, and functional specifications, ensuring that all business needs are clearly articulated and understood
Support the Development team by answering questions related to user stories, ensuring a clear understanding of the requirements and expectations
Collaborate with Product and Development teams to ensure features and functionality are being developed in line with business needs and user expectations
Assist with User Acceptance Testing (UAT) by creating test cases, coordinating testing activities, and validating that the delivered features meet user needs and acceptance criteria
Work closely with the Product Manager to align on project goals, timelines, and priorities
Support the implementation and continuous improvement of the client portal and other related systems, ensuring the smooth and effective use of technology by both clients and internal teams
Provide regular feedback on platform performance, highlighting opportunities for improvements or enhancements to elevate the client experience

Skills

CRM

Change Management

Process Improvement

User Support

Troubleshooting

Training

Documentation

Business Analysis

Requirements Gathering

UAT

Stakeholder Management

Workshops

Super User

Intercom

Customer communication platform for businesses

About Intercom

Intercom provides a customer communication platform that enables businesses to connect with their customers through personalized messaging and automation. The platform includes tools for live chat, email marketing, and customer support, allowing companies to manage interactions in one place. Intercom operates on a subscription model, offering various pricing tiers based on the features and scale needed by clients, which range from small startups to large enterprises across different industries. What sets Intercom apart from its competitors is its integration of multiple communication tools and analytics features, which help businesses assess the effectiveness of their customer engagement strategies. The main goal of Intercom is to enhance customer experience by facilitating better communication between businesses and their customers.

San Francisco, CaliforniaHeadquarters

2011Year Founded

$234.2MTotal Funding

SERIES_DCompany Stage

Consumer Software, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

We reward our people - All full-time Intercom employees are offered a rewards program that includes competitive base salary, bonus, equity, and benefits.

We love to learn - There are so many opportunities here to learn and build a career. We support employees' growth by offering a wide range of continuing education options, including core skills, management training, and guided learning.

We take employee wellbeing seriously - We offer comprehensive healthcare coverage, including medical, dental, and vision, as well as employee assistance programs and mental health resources. We also offer flexible time off, significant paid family leave, and more.

The world has changed. So has the way we work - The majority of our employees say they prefer a hybrid model of work—some in-office time, some WFH—so that's our current approach. No matter what, though, we're committed to listening to our team.

Risks

Emerging startups offer similar solutions at lower prices, threatening market share.

Major tech companies' AI advancements may outpace Intercom's offerings.

Stricter data privacy regulations could increase compliance costs for Intercom.

Differentiation

Intercom integrates live chat, email marketing, and support into a single platform.

The platform supports over 600 million monthly active end users globally.

Intercom's analytics tools help businesses measure communication strategy effectiveness.

Upsides

Demand for AI-driven support solutions enhances Intercom's offerings.

Omnichannel communication trends align with Intercom's integrated messaging solutions.

E-commerce expansion drives demand for robust customer support systems like Intercom.

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