Implementation Project Manager Jobs

Intercom is an AI powered, automation-first customer service platform that lets businesses deliver fast support, keeping customers satisfied, costs low, and service teams happy.

It is the only complete customer service solution that provides a seamless customer experience across automation and human support. Customer service teams from more than 25,000 global organizations, including Atlassian, Amazon and Microsoft, use Intercom to send over 600 million messages per month and enable interactions with over 800 million monthly active end users. The company was founded in 2011 and is backed by leading venture capitalist including Bessemer Venture Partners, Kleiner Perkins and Social Capital.

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? 🚀

• Identify risks and issues that may impact the implementation program, proactively develop mitigation strategies, and escalate as needed.
• Continuously identify opportunities for process improvements and contribute to the development of best practices and implementation standards.
• 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.
• Collaborate closely with sales, customer success, and technical teams to gather customer requirements, develop implementation plans, and define project milestones.
• Develop and maintain detailed project and resource plans to ensure that Intercom is implemented within the allocated budget and timeline
• Act as the primary point of contact for customers, providing regular project updates, addressing concerns, and managing expectations throughout the implementation process.
• 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.
• Develop and deliver training programs to educate customer teams on Intercom's features, best practices, and implementation methodologies.
• Collaborate with cross-functional teams, such as engineering, product management, and support, to ensure smooth technical integrations and resolve any technical challenges.
• Coordinate and facilitate project kick-off meetings, discovery sessions, and regular progress meetings with customers and internal stakeholders.
• Define and execute data migration strategies to facilitate the transfer of customer data to the Intercom platform.
• Lead end-to-end implementation programs for customers adopting Intercom, ensuring successful and timely onboarding.

What skills do I need? 📖

• Bachelor's degree in a relevant field or equivalent practical experience.
• 3+ years experience as a program manager or project manager, preferably in the software-as-a-service (SaaS) industry.
• The ability to understand and articulate technical concepts at a high level (i.e. integration and data migration)
• Analytical mindset with the ability to identify and mitigate risks, solve problems, and make data-driven decisions.
• Familiarity with Intercom, Zendesk, or similar customer messaging / customer support platforms is highly desirable.
• Strong understanding of customer success principles and experience driving successful customer implementations.
• Exceptional communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
• Excellent project management skills, with the ability to manage multiple complex projects simultaneously and deliver on schedule.
• Passion for delivering exceptional customer experiences and driving customer success.
• Strong leadership skills, with the ability to motivate and align cross-functional teams toward common goals.
• Demonstrated ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.

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! :)

• In-office bicycle storage
• Paid Parental Leave Program
• Regular compensation reviews - great work is rewarded!
• Fun events for Intercomrades, friends, and family!
• Comprehensive medical, dental, and vision coverage
• Proof of eligibility to work in the United States is required.
• Competitive salary and meaningful equity
• 401k plan & match
• Open vacation policy and 10 corporate holidays

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. Intercom is currently able to hire if an employee has a permanent residence in the following locations; Australia, Ireland, England and applicable US states. (California, Colorado, Florida, Illinois, Massachusetts, New York, North Carolina, Texas, and Washington).

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