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
• 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 also offer Windows for certain roles when needed.