Intercom is an AI-first customer service platform that helps businesses deliver better, faster, more personalized support.

Intercom is bringing AI-first Customer Service to the world, dramatically improving experiences for customers, support agents, and managers alike.Modern, fast, and easy-to-use, Intercom’s complete AI-first Customer Service Platform enhances the customer experience, improves operational efficiency, and scales with our customers’ business every step of the way. Intercom is also the most innovative and fastest improving product on the market. Shipping over 200 product improvements every year, Intercom is bringing AI features to market before anyone else.

What's the opportunity? 🤔

We’re hiring a Senior Product Marketer, reporting directly to the Senior Director of Product Marketing to join us initially on a 12 month contract. There is extremely high potential for this role to become a permanent full time position pending performance and headcount approval. 

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 function, working on some of our most strategic projects and taking our biggest products to market. This role will also be in charge of sales enablement strategy in partnership with our enablement team. 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 the cross-functional success of large projects and product launches - with a strong bias toward operational and organizational excellence.
• Own the sales enablement program, partnering closely with the sales enablement team, in order to elevate the performance of our global sales team
• Creating positioning & messaging for our platform and products in-market that inspires our customers - including, at times, copywriting and editing.
• Influence product strategy by being embedded in the Product org, bringing in sales feedback, customer and market insights, the competitive landscape. Debate with product partners on how we use these insights to prioritize and build our product roadmap. 
• Influence GTM strategy by working with Marketing, Sales and Growth leaders, as well as the Exec team.
• 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.
• Collaborate with Marketing leaders in Brand, Demand Generation, Education, to ensure we have a unified Marketing strategy, and these functions have what they need from PMM.

What skills do I need? 📖

• 4+ years of product marketing experience in B2B technology, preferably in SaaS with a strong handle of the end-to-end PMM function.
• An execution machine. PMM at Intercom is in the business of getting shit done.
• Proven track record of partnering with product orgs, engineering, growth and sales teams to contribute to product strategy.
• Operational expert with experience managing multiple projects and work streams simultaneously
• Great communicator, both written and verbal. Can explain topics at any zoom level (highly strategic and abstract to specific and tactical) to employees at any zoom level (Execs to Individual Contributors).
• 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
• Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
• Open vacation policy and flexible holidays so you can take time off when you need it
• 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’re happy to get you whatever equipment helps you get your job done

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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