Partner Services Manager

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 30,000 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.

What's the opportunity? 

Implementation is an activity every Intercom customer experiences, whether purchasing Intercom for the first time, expanding Intercom use to a new team, or adopting new features! As a Partner Services Manager at Intercom, you’ll share ownership of this crucial process alongside our Service Delivery Partners. Your primary responsibility is ensuring customers implement Intercom’s suite of AI tools to solve their most complex problems and ultimately drive incredible value for their business!

Partner Services Managers have an outsized impact on the company. If you want to help make business personal for our customers and you want to work with an ever growing and changing team, you’re in the right place!

What will I be doing? 

• You will act as the Intercom owner of partner-delivered services projects and the liaison who ensures that Services Delivery Partners have a good experience working with Intercom
• You will enable partners to facilitate discovery of complex customer objectives and requirements and help translate them to items included in our deployment plans
• You will enable partners to execute tailored AI-first customer service strategies based on customer goals and drive product adoption of our AI features
• You will work closely with our Partners to help drive success by exceeding portfolio Key Performance Indicators and provide intervention for projects that are not meeting expectations
• You will drive the overall efficiency of our Services Delivery Partner operations
• You will partner with the rest of the Professional Services team, the Sales team, and the Customer Success team to deliver the best possible experience for new clients
• You’ll collaborate with our Customer Support and R&D teams to help coordinate resolution of issues, potential defects, and provide detailed product feedback around feature enhancements
• You will drive a Quarterly Business Review with each service partner to ensure we are tracking towards stated goals

What skills do I need? 

• 6+ years of work experience, with 4+ year(s) in an Implementation Project Manager role
• Positivity and Engagement: A genuine interest in the work you do and a positive attitude!
• Curiosity: a passion for learning, for technology, and for solving problems
• Training: the ability to make complex topics simple to understand
• Rapport Building: comfortable working with customers and consultants via video calls
• Adaptability: change is constant and the Professional Services Team values experimentation to find the best processes and solutions
• Demonstrate the Intercom Values: Customer Obsessed, Success First, Incredibly High Standards, Open Mindedness, Resilience, Impatience, Positive and Optimistic

Bonus skills & attributes 

• Experience training on SaaS products or specifically, experience with Intercom
• Experience with AI Agents and / or Large Language Models
• Past experience managing projects delivered by Consulting Firms
• Past experience in Customer Success, Support, Sales Engineering, Consulting
• Great examples of self started projects with measurable success
• Experience with RESTful API Integrations

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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