About the job
Intercom is a pioneering AI Customer Service company dedicated to empowering businesses to deliver extraordinary customer experiences.
Our advanced AI agent, Fin, stands at the forefront of customer service technology, enabling businesses to provide consistent, exceptional support that transforms customer interactions. When integrated with our Helpdesk, Fin creates the comprehensive Intercom Customer Service Suite, designed to manage intricate queries that necessitate human assistance.
Founded in 2011 and trusted by nearly 30,000 businesses worldwide, Intercom is redefining customer service standards. Guided by our core values, we embrace innovation, act with urgency, and consistently enhance the value we deliver to our clients.
What is the role?
We are seeking a strategic and execution-oriented leader to steer the delivery of Intercom’s Professional Services, ensuring that our customers successfully adopt and scale our AI solutions. This high-impact position connects strategy, operations, and delivery across internal teams and external partners. You will play a crucial role in shaping customer experiences from day one and defining what a successful start looks like in this new era of AI.
In this role, you will lead a talented team of Project Managers and Partner Services Managers, driving excellence in both internal and partner-led implementations, while advocating for a vision of seamless, outcome-focused customer onboarding. This is a unique opportunity to influence the widespread adoption of AI solutions and help us refine our service model to foster growth, innovation, and customer satisfaction.
Key Responsibilities
- Lead Professional Services Delivery: Ensure the highest quality of delivery for customer projects, whether executed by internal teams or external partners.
- Manage and Develop Delivery Teams: Oversee our Project Managers and Partner Services Managers, ensuring alignment, empowerment, and successful results.
- Partner Across the Business: Collaborate closely with Sales and Customer Success teams to promote the value of Professional Services and identify strategic engagement opportunities.
- Drive Cross-Functional Collaboration: Work with subject matter experts and Product leaders to enhance our delivery offerings and maximize customer impact.
- Define Success Metrics: Shape our understanding of a successful initiation with Fin, guiding customers toward measurable value from the outset of their journey.

