Implementation Project Manager

Implementation Project Manager

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 are seeking an experienced Implementation Project Manager to join our team at Intercom. In this role, you will be responsible for overseeing customers' implementation of Intercom, a leading customer messaging platform. Your primary focus will be to ensure the successful onboarding, installation, and integration of Intercom for multiple customers while driving customer satisfaction and product adoption. If you have a strong background in project management, customer success, and a passion for delivering exceptional implementation experiences, we would love to hear from you.

What will I be doing?

• Lead end-to-end implementation programs for customers adopting Intercom, ensuring successful and timely onboarding.
• Define project scope, deliverables and success criteria, aligned with the customers business objectives
• Collaborate closely with sales, customer success, and technical teams to gather customer requirements, develop implementation plans, and define project milestones.
• Act as the primary point of contact for customers, providing regular project updates, addressing concerns, and managing expectations throughout the implementation process.
• Develop and maintain detailed project and resource plans to ensure that Intercom is implemented within the allocated budget and timeline
• Coordinate and facilitate project kick-off meetings, discovery sessions, and regular progress meetings with customers and internal stakeholders.
• Identify risks and issues that may impact the implementation program, proactively develop mitigation strategies, and escalate as needed.
• Collaborate with cross-functional teams, such as engineering, product management, and support, to ensure smooth technical integrations and resolve any technical challenges.
• Monitor and measure key implementation metrics, such as time-to-value, customer satisfaction, and adoption rates, and take corrective actions as needed to drive program success.
• Serve as a subject matter expert on Intercom's implementation processes, methodologies, and product capabilities, staying up-to-date with the latest features and enhancements.
• Continuously identify opportunities for process improvements and contribute to the development of best practices and implementation standards.

What skills do I need?

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!

The base salary range for candidates within the Greater Chicago Area is $109,400-$130,613. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base 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).

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.