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, Design, Web, Marketing, Copywriting, PMM, you'll 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, owning our two largest channels - web & sales - to tell the Intercom story, position us in the market, and speak to our customers to drive preference and demand. This role is critical to the success of Intercom and the product marketing team, and will manage two direct reports.
What will I be doing?
- Manage two direct reports across both web and sales (enablement) channels
- Own ‘The Pitch’ and how we tell the Intercom story to the world across our two most important channels - web & sales
- Own copy & own the content strategy across our web surfaces
- Collaborate closely with Sales, Web, and PMM leadership to determine the overall strategy for our pitch, which comes to life via web and sales
- Create and maintain the Intercom sales narrative and all accompanying materials that enable sales to win deals
- Own product enablement, partnering closely with the sales enablement team, in order to elevate the performance of our global sales team
- Collaborate closely with Sales, Web, and PMM leadership to determine the overall strategy for our pitch, which comes to life via web and sales
- Partner closely with Sales and Sales Enablement leaders to gather feedback and create excellence in product enablement
- Own the creation and execution of Intercom’s positioning, messaging, copy, and product designs across all web surfaces and sales materials
- Collaborate closely with Product design, Web design, Copywriting, PM, and PMM and leadership on all things copy and content
- Monitor the performance of our webpages with the web team, continuously looking for ways to improve and optimize the site to drive new business
- Ship fast, iterate faster with a test and learn approach to your work
- Manage the content strategy across the buyer journey, in partnership with the PMM growth lead, to ensure we are delivering a consistent quality experience
- Support all PMMs with web needs related to new and existing products that require web updates
- Responsible for communicating and presenting effectively to stakeholders at all levels of the organization, including C-suite.
- Work with urgency and intention, helping web 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 & Web org
- 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?
- 7-9+ 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 building successful websites and experience owning the copy & content strategies
- Outstanding writer. This is a non-negotiable.
- Enjoy writing and workshopping copy until it's great.
- Extraordinarily high attention to detail to uphold Intercom’s extremely high standards in execution, especially on our website.
- Knows what great product-first product marketing means.
- An execution machine. PMM at Intercom are in the business of getting shit done.
- Proven track record of partnering with product, web, design teams to contribute to product and web strategy.
- Comfortable collaborating with executives, often under pressure.
- Operational expert with experience managing multiple projects and work streams simultaneously
- 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.
Is this role not quite what you're looking for? Join our Talent Community to stay connected with us.
