Partner Services Manager

Intercom; Chicago (IL); Hybrid; USD 80,000 - 100,000; Full time

Job summary

Join a leading AI Customer Service company as a Partner Services Manager. In this role, you'll design partner enablement programs, simplify technical concepts, and collaborate with various teams to ensure partner success. With opportunities for growth, this position is key to scaling Intercom's impact.

Benefits

Competitive Salary

Equity

Comprehensive Health Coverage

Flexible Vacation

Parental Leave

401k with Match

In-Office Amenities

Fun Events

Qualifications

• 5+ years of professional experience, with 3+ years in Partner Enablement or Technical Support.
• Strong technical aptitude and excellent communication skills.

Responsibilities

• Design and deliver a scalable partner enablement program.
• Serve as a subject matter expert on Professional Services methodology.
• Act as a liaison between partners and internal technical teams.

Skills

Technical Aptitude

Communication

Problem-Solving

Curiosity

Adaptability

Job description

Join to apply for the Partner Services Manager role at Intercom

About Intercom

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, enables businesses to deliver always-on, impeccable customer service and transform their customer experiences. Fin can be combined with our Helpdesk to form the Intercom Customer Service Suite, offering AI-enhanced support for complex or high-touch queries that require human intervention.

Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting new standards in customer service. Driven by our core values, we push boundaries, build with speed and intensity, and deliver incredible value to our customers.

Opportunity

At Intercom, our partners are crucial to scaling our impact. As a Partner Services Manager, you will be the expert on how partners deliver services and onboard customers using our proven methodology and platform. You will help design and implement a partner enablement program, equipping partners with the necessary knowledge, tools, and best practices to successfully implement Intercom and ensure long-term customer success.

This foundational role offers room for growth. You will simplify complex technical topics, guide partners through onboarding and implementation, and serve as a liaison between partners and our technical teams. Over time, responsibilities may expand to include broader program management, partner performance tracking, and more.

Responsibilities

1. Design and deliver a scalable partner enablement program, including onboarding, technical training, and ongoing education.
2. Serve as a subject matter expert on our Professional Services methodology and educate partners on successful implementation and onboarding.
3. Translate complex technical concepts into clear, actionable guidance for partners.
4. Stay aligned with Product and R&D teams on product updates, features, and technical developments.
5. Act as a liaison between partners and internal technical teams, supporting issue escalation and resolution.
6. Provide ongoing enablement to ensure partner confidence and success.
7. Collaborate with Professional Services, Partnerships, Sales, and Customer Success teams to ensure a seamless experience.
8. Gather and share partner feedback to improve enablement programs and inform product and service enhancements.

Required Skills

1. 5+ years of professional experience, with 3+ years in Partner Enablement, Professional Services, or a Technical Support/Implementation role.
2. Strong technical aptitude: comfortable with learning platforms, explaining technical concepts, and troubleshooting.
3. Excellent communication and presentation skills.
4. Positive attitude and engagement.
5. Curiosity and passion for learning and problem-solving.
6. Ability to build rapport via video calls.
7. Adaptability and openness to experimentation.
8. Alignment with Intercom’s core values.

Bonus Skills & Attributes

1. Experience training on SaaS products or with Intercom.
2. Experience with AI Agents and Large Language Models.
3. Self-started projects with measurable success.
4. Experience with RESTful API integrations.

Benefits

We offer competitive salary and equity, comprehensive health coverage, regular reviews, flexible vacation, parental leave, 401k with match, in-office amenities, and fun events. If you value a supportive and innovative culture, we’d love to hear from you.

Policies

Intercom has a hybrid work policy, requiring employees to be in the office at least two days per week. We foster an inclusive, respectful environment and are committed to equal employment opportunity regardless of race, religion, gender, age, disability, or other protected categories.

Application

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