Intercom was founded in 2011 to change the standard of customer service online. Our AI-first customer service platform is a totally new way to deliver customer service and is designed to transform the way businesses interact with their customers through AI. We all know that customer service on the internet sucks. It’s slow and impersonal. We help businesses provide instant and exceptional service to their customers and maximize their support agents’ productivity, efficiency, and performance—all through our single AI system. More than 25,000 businesses use Intercom to send millions of messages to millions of customers each month.Intercom has been a long-standing product leader and cultural icon in the technology and startup worlds for more than a decade. We set the pace for our industry and live by our values that allow us to push boundaries, build with speed and intensity, and deliver incredible value to our customers.Join us on our mission to redefine customer service and make internet business personal.
What's the opportunity? 🤔
Intercom is leading the customer service industry into the future with our innovations in AI. This huge category has been relatively dormant for the last decade, but is now undergoing a generational change that is transforming the face of customer service. Intercom is at the cutting edge of AI for customer service.
Our product has been leading this transformation and is best-in-class. We can win the category by continuing to innovate and mature the product, but also take our story to market in a way that inspires and educates businesses about a new and better way to support customers and create great customer experiences.
Working cross-functionally with the Product, Marketing, Sales Enablement, and Sales teams, you'll operationalize large projects and bring to market a completely new era of storytelling that will redefine what B2B product marketing looks and sounds like. This product marketing role will be critical to the product marketing team and Intercom business, leading a core product area within our platform. This is a high impact, high visibility role that demands a strong PMM who can lead strategic projects, cross-functional teams, take products to market, and drive adoption. Your role will be critical in ensuring our product, marketing, and sales strategies all come together to deliver on our company goals.
What will I be doing? 🚀
- Responsible for a key part of the Intercom platform, focused on Fin AI Agent growth.
- Partner with product, marketing, and sales to drive product strategy.
- Own the long-term GTM strategy and short-term launch plans for a variety of products, all in service of driving Fin adoption.
- Influence overall GTM strategy by working with Marketing, Sales and Growth leaders, as well as the Exec team.
- Own the positioning & messaging of your products, working closely with competitive intelligence and copywriting to bring your copy to life across web, sales, and other surfaces.
- Serve as a strategic partner to sales, enabling and supporting them broadly with your product expertise as well as with specific deals on strategic accounts.
- Influence product strategy by being embedded in the product org, bringing in sales feedback, customer and market insights, and intel from the competitive landscape.
- Serve as a voice of the market and customer to debate with product partners on how we use these insights to prioritize and build our product roadmap.
- Collaborate with leaders in Brand, Demand Generation, Sales, to ensure our marketing & sales strategies and partnership is optimized, and these functions have what they need from PMM.
- Responsible for communicating and presenting effectively to stakeholders at all levels of the organization, including C-suite.
- Work with urgency and intention, helping product teams ship early and often, knowing that what matters most is what our customers experience.
- Support and contribute to the production of high quality content for the Marketing org, and to support our Sales Enablement strategy.
What skills do I need? 📖
- 3-5+ years of product marketing experience in B2B technology, preferably in SaaS with a strong handle of the end-to-end PMM function
- Proven track record of partnering with product orgs, engineering, marketing, growth and sales teams to contribute to business success
- Operational expert, highly organized, experience managing multiple projects and work streams simultaneously
- Outstanding writer. You can create compelling positioning & messaging that translate into world-class copy.
- Knows what great product-first product marketing means.
- Comfortable collaborating with executives, often under pressure.
- An execution machine. PMM at Intercom are in the business of getting shit done.
- Excellent communicator, both written and verbal. Can communicate at different altitudes and simplify complex concepts to serve the audience.
- Highly organized - able to work independently and effectively within a fluid environment by bringing clarity and simplicity to complex projects.
- Natural leader and comfortable managing stakeholders across teams and levels
- Very high attention to detail (to uphold high standards in execution).
- You are genuinely excited by software products, are passionate about new technology and its impact on the world, and can talk very comfortably about how software products work.
- Strong both qualitatively (understanding customers) and quantitatively (measuring the impact of what we do).
- No tolerance for work/work or docs/pdfs as an end state of a project. Always looking to drive a direct line between your work and customer value and/or business impact (see 2nd bullet above)
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
- 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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What We Do
Intercom is the next generation customer service platform, built for an AI-first world. Intercom is the only platform that combines an AI Bot + AI Help Desk + Proactive Support tools into one seamless platform.
Founded in 2011 and backed by leading venture capitalists, including Kleiner Perkins, Bessemer Venture Partners and Social Capital, Intercom is on a mission to make internet business personal.
Our products are great to sell, because they're loved by our customers. We received a “Top Rated” for Live Chat on Trustradius, and we’re a Top 50 product for Small Businesses on G2 - we think these awards speak for themselves.
Why Work With Us
We're a more established company that still feels like a start-up environment. We operate and innovate quickly. Employees have the opportunity to take big bets, make signficiant impact, and advance in their careers.
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