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Implementation Project Manager

San Francisco, California

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? 

We are seeking an experienced Implementation Project Manager to join our team at Intercom. In this role, you will be responsible for overseeing customers’ implementation of Intercom, a leading customer messaging platform. Your primary focus will be to ensure the successful onboarding, installation, and integration of Intercom for multiple customers while driving customer satisfaction and product adoption. If you have a strong background in project management, customer success, and a passion for delivering exceptional implementation experiences, we would love to hear from you.

What will I be doing? 

  • Lead end-to-end implementation programs for customers adopting Intercom, ensuring successful and timely onboarding.
  • Define project scope, deliverables  and success criteria, aligned with the customers business objectives
  • Collaborate closely with sales, customer success, and technical teams to gather customer requirements, develop implementation plans, and define project milestones.
  • Act as the primary point of contact for customers, providing regular project updates, addressing concerns, and managing expectations throughout the implementation process.
  • Develop and maintain detailed project and resource plans to ensure that Intercom is implemented within the allocated budget and timeline
  • Coordinate and facilitate project kick-off meetings, discovery sessions, and regular progress meetings with customers and internal stakeholders.
  • Identify risks and issues that may impact the implementation program, proactively develop mitigation strategies, and escalate as needed.
  • Collaborate with cross-functional teams, such as engineering, product management, and support, to ensure smooth technical integrations and resolve any technical challenges.
  • Monitor and measure key implementation metrics, such as time-to-value, customer satisfaction, and adoption rates, and take corrective actions as needed to drive program success.
  • Serve as a subject matter expert on Intercom's implementation processes, methodologies, and product capabilities, staying up-to-date with the latest features and enhancements.
  • Continuously identify opportunities for process improvements and contribute to the development of best practices and implementation standards.

What skills do I need? 

  • Bachelor's degree in a relevant field or equivalent practical experience.
  • 5+ years experience as a program manager or project manager, preferably in the software-as-a-service (SaaS) industry.
  • Strong understanding of customer success principles and experience driving successful customer implementations.
  • Familiarity with Intercom, Zendesk, or similar customer messaging / customer support platforms is highly desirable.
  • Excellent project management skills, with the ability to manage multiple complex projects simultaneously and deliver on schedule.
  • Exceptional communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
  • Analytical mindset with the ability to identify and mitigate risks, solve problems, and make data-driven decisions.
  • The ability to understand and articulate technical concepts at a high level (i.e. integration and data migration)
  • Strong leadership skills, with the ability to motivate and align cross-functional teams toward common goals.
  • Demonstrated ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
  • Passion for delivering exceptional customer experiences and driving customer success.

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!
  • Flexible paid time off policy
  • Paid Parental Leave Program
  • 401k plan & match
  • In-office bicycle storage
  • Fun events for Intercomrades, friends, and family!

*Proof of eligibility to work in the United States is required.

The base salary range for candidates within the San Francisco Bay Area is $121,500-$165,000. 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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