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? 

At Intercom, our partners are essential to scaling our impact and their success starts with world-class enablement. As a Partner Services Manager, you’ll be the go-to expert on how partners deliver services and onboard customers using our proven methodology and platform. You’ll help design and launch a robust partner enablement program, equipping partners with the knowledge, tools, and best practices they need to successfully implement Intercom and drive long-term customer success.

This is a foundational role with room to grow. You’ll simplify complex technical topics, guide partners through onboarding and implementation, and act as a liaison between partners and our technical teams. Over time, the role may expand to include broader program management, partner performance tracking, and more.

If you’re excited to build from the ground up, passionate about enablement, and thrive at the intersection of services and technology, we’d love to meet you.

What will I be doing? 

• Designing and delivering a tailored, yet scalable, partner enablement program, including onboarding, technical training, best practices, and ongoing education.
• Serving as the subject matter expert on our Professional Services methodology and educating partners on how to successfully implement and onboard customers on Intercom.
• Translating complex technical concepts into clear, actionable guidance to help partners effectively support their customers.
• Staying closely aligned with our Product and R&D teams to remain up to date on product roadmap developments, feature releases, and technical updates - ensuring partners are kept in the loop.
• Acting as a liaison between partners and internal technical teams, supporting issue escalation and resolution when needed.
• Providing ongoing enablement to ensure partners are confident, capable, and successful in delivering customer outcomes.
• Collaborating cross-functionally with Professional Services, Partnerships, Sales, and Customer Success to ensure a seamless experience for both partners and customers.
• Gathering and sharing partner feedback to help improve enablement programs and inform future product and service enhancements.

What skills do I need? 

• 5+ years of professional experience, with 3+ years in Partner Enablement, Professional Services, or a Technical Implementation/Support role
• Strong technical aptitude: comfortable learning complex platforms, explaining technical concepts clearly, and troubleshooting basic product issues
• Training and communication: Excellent communication and presentation skills, with the ability to make complex topics simple and engaging
• 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
• 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
• 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 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!

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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