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Senior GTM Program 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? 

As a Senior GTM Programs Manager, you're the person who makes things happen from the ground up at Intercom. When faced with a vague challenge, you won't just analyze it; you'll grab it, define it clearly, and craft a winning strategy. You're a versatile problem-solver, eager to tackle any challenge, from optimizing sales with AI to seizing market opportunities. Your strength lies in transforming vague problems into concrete plans and driving them to completion. You're a collaborative force, building excitement and overcoming obstacles with a positive attitude. You'll bring people together, inspire them with your vision, and relentlessly drive initiatives forward, ensuring every project delivers real, measurable impact.

What will I be doing? 

The GTM Programs team works on the highest impact business problems we face. You’ll collaborate with stakeholders across the company to steer key initiatives designed to address these problems. Such as:

  • You'll proactively spot the biggest opportunities for improvement across Intercom, create clear plans, and lead teams to implement solutions that deliver significant, tangible results aligned with our company goals.
  • You'll build strong cases for new markets or initiatives, digging into the data to create financial models that show us the best path forward and why it's worth investing.
  • You'll bring teams together – from Finance to Engineering – to turn big ideas into reality. You'll ensure everyone's pulling in the same direction, driving projects to successful, measurable outcomes.

Some examples of the projects this team does and could work on:

  • AI in GTM: Find and implement AI solutions that dramatically cut down on administrative tasks for GTM and frees up our customer-facing teams to spend more valuable time directly with customers.
  • Enterprise: Support the creation and operations of a team tasked with expansion into the Enterprise market by addressing product depth gaps, strengthening proof points, and enhancing mindshare to establish Intercom as the default Customer Service AI agent within this segment.
  • Verticalization: Work to establish and scale Intercom's verticalization strategy for key industries like Fintech, eCommerce, and Gaming, encompassing marketing, sales, and product initiatives to create a best-in-class full-funnel experience and drive significant MQL and S2 growth.
  • Internationalization: Lead market entry initiatives for high-opportunity regions, collaborating with Sales, R&D, and other cross-functional teams to execute a phased expansion plan.

As the above list suggests, you should enjoy variety in your work, be very comfortable with ambiguity, have an insatiable drive to make an impact, and not just willing, but excited, to get your hands dirty.

What skills do I need? 

  • You have 5+ years of experience in technical or quantitative or operations fields including significant end-to-end execution experience within a technology company, with a mix of management consulting, Finance, Analytics, Operations, Go To Market, and / or Product roles; 
  • You should have a good understanding of subscription-based businesses and SaaS metrics such as ARR, GRR, NRR, Expansion, Churn, CAC, and LTV. Additionally, you should have some familiarity with general GTM funnel concepts and metrics including Self-serve vs Sales-led, PLG, Sales pipeline.
  • You are a highly proficient, hands-on AI enthusiast familiar with tools and platforms (e.g., LLMs, automation platforms, business intelligence tools with AI integrations) to optimize GTM processes. You possess a keen understanding of when and how to deploy AI to solve complex business problems, particularly in dramatically cutting down administrative tasks and freeing up customer-facing teams;
  • You love to immerse yourself in, and think deeply about, new problem spaces and aren’t afraid to ask “why?”, “why not?”, and “what if…?”;
  • You have an appetite to absorb data (quantitative & qualitative) from a variety of sources (SQL, customer interviews, Sales rep data, competitors, product behavior, dashboards, meetings, etc.); connect it; and be able to draw a “so what?” conclusion;
  • You communicate effectively in written (documents and emails), visual (charts and decks), and verbal forms, and are able to calibrate communications for audiences of all levels;
  • You have a proven commercial sense, i.e., be able to connect a course of action that Intercom takes to the impact on top or bottom line figures and other leading indicators of business performance;
  • You are comfortable writing intermediate SQL from scratch and performing data analysis to define key performance indicators; use them to better understand our business; identify opportunities and threats; and persuasively communicate findings to cross-functional stakeholders at all levels.

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 $153,000-$182,000. 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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