Senior GTM Programs Manager

IntercomSan Francisco, CA, United States

14 hours ago

Job type

Full-time

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.

As a Senior GTM Programs Manager, you're the person who makes things happen from the ground up at Intercom. When faced with a vague challenge, you won't just analyze it; you'll grab it, define it clearly, and craft a winning strategy. You're a versatile problem-solver, eager to tackle any challenge, from optimizing sales with AI to seizing market opportunities.

The GTM Programs Team Works On The Highest Impact Business Problems We Face. You’ll Collaborate With Stakeholders Across The Company To Steer Key Initiatives Designed To Address These Problems. Such As

You'll proactively spot the biggest opportunities for improvement across Intercom, create clear plans, and lead teams to implement solutions that deliver significant, tangible results aligned with our company goals.
You'll build strong cases for new markets or initiatives, digging into the data to create financial models that show us the best path forward and why it's worth investing.
You'll bring teams together – from Finance to Engineering – to turn big ideas into reality. You'll ensure everyone's pulling in the same direction, driving projects to successful, measurable outcomes.

Some examples of the projects this team does and could work on :

AI in GTM : Find and implement AI solutions that dramatically cut down on administrative tasks for GTM and frees up our customer-facing teams to spend more valuable time directly with customers.

Enterprise : Support the creation and operations of a team tasked with expansion into the Enterprise market by addressing product depth gaps, strengthening proof points, and enhancing mindshare to establish Intercom as the default Customer Service AI agent within this segment.

Verticalization : Work to establish and scale Intercom's verticalization strategy for key industries like Fintech, eCommerce, and Gaming, encompassing marketing, sales, and product initiatives to create a best-in-class full-funnel experience and drive significant MQL and S2 growth.

Internationalization : Lead market entry initiatives for high-opportunity regions, collaborating with Sales, R&D, and other cross-functional teams to execute a phased expansion plan.

What skills do I need?

You have 5+ years of experience in technical or quantitative or operations fields including significant end-to-end execution experience within a technology company, with a mix of management consulting, Finance, Analytics, Operations, Go To Market, and / or Product roles;

You should have a good understanding of subscription-based businesses and SaaS metrics such as ARR, GRR, NRR, Expansion, Churn, CAC, and LTV.

You are a highly proficient, hands-on AI enthusiast familiar with tools and platforms to optimize GTM processes.

You love to immerse yourself in, and think deeply about, new problem spaces and aren’t afraid to ask “why?”, “why not?”, and “what if…?”;

You have an appetite to absorb data from a variety of sources and be able to draw a “so what?” conclusion;

You communicate effectively in written, visual, and verbal forms, and are able to calibrate communications for audiences of all levels;

You have a proven commercial sense, i.e., be able to connect a course of action that Intercom takes to the impact on top or bottom line figures and other leading indicators of business performance;

You are comfortable writing intermediate SQL from scratch and performing data analysis to define key performance indicators.

Benefits

Competitive salary and meaningful equity

Comprehensive medical, dental, and vision coverage

Regular compensation reviews

Flexible paid time off policy

Paid Parental Leave Program

401k plan & match

In-office bicycle storage

Fun events for Intercomrades, friends, and family!

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.

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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Senior Program Manager • San Francisco, CA, United States