Manager, Professional Services PreSales

Manager, Professional Services PreSales

– Intercom

Intercom is a leading AI customer service company dedicated to helping businesses provide incredible customer experiences.

Our AI agent Fin enables always‑on, impeccable customer service, which can be combined with our Helpdesk into the Intercom Customer Service Suite. Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom sets new standards by pushing boundaries, building with speed, and delivering exceptional value.

Responsibilities

Scoping & Solutioning

Lead structured discovery with prospects to uncover use cases, integration requirements, and success metrics.

Translate discovery insights into right‑sized, outcome‑focused service packages based on our core principles and methodology.

Create detailed Statements of Work (SOWs) with clear deliverables, assumptions, risks, and timelines.

Sales Enablement & Acceleration

Partner with Sales and Solutions to position services early in the sales cycle.

Develop and maintain scoping templates, pricing calculators, and reusable playbooks.

Serve as the “single source of truth” for Professional Services scoping standards across the GTM org.

Cross‑Functional Collaboration

Work closely with ProServ and R&D teams to validate scope assumptions and lessons learned from prior engagements.

Develop scoping tools to facilitate self‑serve scoping on certain opportunities.

Collect feedback to continuously improve the scoping framework.

Work with the Partnerships team to translate scope into partner SOWs.

Quality & Risk Management

Ensure every scoped engagement includes the right level of resourcing, risk mitigation, and value alignment.

Build initial project plans in partnership with the ProServ team for an earlier transition from pre‑ to post‑sale.

Reduce overscoping / underscoping risks by applying best practices and benchmarks from what has worked prior.

Skills & Experience

5+ years in Professional Services sales scoping, technical solutions consulting, or a similar customer‑facing role in SaaS.

Proven track record in creating accurate, customer‑ready SOWs that led to successful project delivery.

Strong commercial acumen and ability to partner with Sales to drive revenue.

Excellent stakeholder management, negotiation, and communication skills.

Familiarity with SaaS automation, integrations, and change management best practices.

Success Metrics

Reduction in sales cycle time for Professional Services‑related deals.

Increase in Professional Services attach rate and revenue per new logo.

Higher delivery margin through accurate resourcing and scope.

Improved customer automation adoption (measured by automation rate KPIs).

Benefits

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

401(k) plan & match

In‑office bicycle storage

Fun events for Intercomrades, friends, and family!

Base salary range within the San Francisco Bay Area : $144,000–$172,000. Actual base pay depends on education, skills, experience, location, and other factors. All regular employees may also be eligible for a corporate bonus program or a sales incentive and stock in the form of Restricted Stock Units (RSUs).

Policies

Intercom has a hybrid working policy : employees are expected to be in the office at least three days per week while providing flexibility to work from home.

Proof of eligibility to work in the United States is required.

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against applicants or employees 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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