Job description
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’re looking for a highly strategic and results-driven Senior Solutions Partnership Manager to join our team. This role is a key driver of our growth, responsible for identifying, recruiting, and managing a portfolio of strategic partners within the Customer Services ecosystem. You will be the architect of our partner network, focusing on solution providers and consultancies that can create new market opportunities and drive significant revenue growth. The ideal candidate will have deep domain expertise in the customer service and CX technology landscape, a strong network, and a proven track record of building and scaling successful partnerships.
What will I be doing?
- Strategy & Planning: Develop and execute a comprehensive Business Plan focused on recruiting and growing partners that align to Intercom’s strategic objectives.
- Partnership Sourcing & Development: Identify, evaluate, and prioritize potential,strategic partners in the Customer Service and CX ecosystem
- Negotiation & Structuring: Lead the end-to-end partnership lifecycle, including initial outreach, business case development, negotiation of commercial terms, and contract execution.
- Relationship Management: Serve as the primary point of contact and lead relationship manager for key CX and Customer Service partners, ensuring mutual success and identifying opportunities for co-innovation and expansion.
- Cross-functional Execution: Collaborate closely with Product, Engineering, Operations, and Legal teams to integrate partner solutions seamlessly and ensure technical and operational readiness.
- Performance Monitoring: Define key performance indicators (KPIs) for each partnership, monitor performance, report on the business impact, and conduct regular QBRs (Quarterly Business Reviews) with partners.
- Market Intelligence: Stay abreast of industry trends, competitor partnerships, and emerging technologies in the CX/Service space to maintain a competitive edge.
What skills do I need?
- 5+ years of experience in Partnership Management, Business Development, or Alliance Management, with a significant focus on Customer Experience (CX) or Customer Service technologies/platforms.
- Bachelor’s degree in Business, Marketing, or a related field; a Master’s degree is a plus.
- Proven ability to identify, negotiate, launch, and grow complex, high-value strategic partnerships.
- Strong understanding of the Customer Service technology stack (e.g., Salesforce Service Cloud, Zendesk, Genesys, Intercom, conversational AI/ML, WFM, QA tools).
- Exceptional communication, presentation, and interpersonal skills, with the ability to influence stakeholders at all levels, both internally and externally.
- Demonstrated ability to think strategically about business, product, and technical challenges.
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 OTE salary range for candidates within the San Francisco Bay Area is $203,000 - $242,000. Actual OTE and base pay will depend on a variety of factors such as education, skills, experience, location, etc. The OTE 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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