Intercom
Global Director, Professional Services
Intercom, San Francisco, California, United States, 94199
Intercom was founded in 2011 to change the standard of customer service online. Our AI-first customer service platform is a totally new way to deliver customer service and is designed to transform the way businesses interact with their customers through AI. We help businesses provide instant and exceptional service to their customers and maximize their support agents’ productivity, efficiency, and performance—all through our single AI system. More than 25,000 businesses use Intercom to send millions of messages to millions of customers each month. Join us on our mission to redefine customer service and make internet business personal.
What's the opportunity? We’re looking for a visionary Global Director to lead and scale our Professional Services organization. Reporting to the VP of Solutions and Success, you’ll collaborate with the global Customer Solutions leadership team—encompassing Sales Engineering, Professional Services, and Customer Success—to shape the future of how we deliver value to our customers.
In this high-impact role, you will build, lead, and develop a team of top-performing professionals, including individual contributors and a senior manager, across multiple regions. Partnering closely with Sales and cross-functional leaders, you will design and execute strategies that drive customer success, adoption, and long-term growth.
What will I be doing? As a senior leader in our Solutions & Success team, you will build, lead, and develop a world-class team of multi-disciplinary Professional Services individual contributors and Managers that live Intercom’s values. Develop and operationalize the Intercom Professional Services vision, strategy, initiatives, and tactics. Deliver on global targets and key metrics through operational excellence. Drive change globally and more broadly, marshaling and guiding resources to implement impactful, scalable solutions. Help personally create customer wins, model customers, references, and case studies. Prioritize investment of resources and efforts with customers. Partner with teams and leaders across GTM such as Sales, Marketing, Solutions Engineering, Customer Success, Partnerships, and Support to create a seamless customer experience. Scale Intercom’s Professional Services capabilities through a trusted network of Solutions and Delivery partners. Collaborate effectively with Product and Engineering partners to drive success for our Customers and Intercom. Contribute to the overall vision and strategy of the Solutions and Success organization.
What skills do I need? Leadership Experience: 8+ years in professional services or consulting, including 4+ years in services sales or delivery leadership roles managing teams of individual contributors and managers. SaaS (esp in usage-based / consumption model) or AI experience is a plus. Track Record of Success: Proven experience in a senior professional services delivery role, owning both sales and delivery outcomes. Team Development: Demonstrated ability to grow and develop high-performing teams, with a focus on managers and individual contributors. Customer-Centric Focus: Strong customer-obsessed mindset, shaping strategies and execution to drive customer adoption, maturity, and retention. Executive Communication: Excellent executive-level communication skills, leveraging data and metrics to influence customers and internal stakeholders. Strategic Prioritization: Strong prioritization skills to manage multiple concurrent projects and achieve results in a dynamic environment. Relationship Management: Proven ability to establish meaningful relationships with customers and partners, hold them accountable, and build mutually beneficial partnerships. Cross-Functional Collaboration: Proven ability to align with internal teams (Sales, Customer Success, Product & Engineering, Partnerships, Customer Support) to achieve shared goals. Decisive Problem Solving: Comfortable making sound decisions in fast-paced, ambiguous environments with limited data.
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. 401k plan & match. In-office bicycle storage. Fun events for Intercomrades, friends, and family!
The base salary range for candidates within the San Francisco Bay Area is $226,625 - $263,375. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc.
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 two 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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What's the opportunity? We’re looking for a visionary Global Director to lead and scale our Professional Services organization. Reporting to the VP of Solutions and Success, you’ll collaborate with the global Customer Solutions leadership team—encompassing Sales Engineering, Professional Services, and Customer Success—to shape the future of how we deliver value to our customers.
In this high-impact role, you will build, lead, and develop a team of top-performing professionals, including individual contributors and a senior manager, across multiple regions. Partnering closely with Sales and cross-functional leaders, you will design and execute strategies that drive customer success, adoption, and long-term growth.
What will I be doing? As a senior leader in our Solutions & Success team, you will build, lead, and develop a world-class team of multi-disciplinary Professional Services individual contributors and Managers that live Intercom’s values. Develop and operationalize the Intercom Professional Services vision, strategy, initiatives, and tactics. Deliver on global targets and key metrics through operational excellence. Drive change globally and more broadly, marshaling and guiding resources to implement impactful, scalable solutions. Help personally create customer wins, model customers, references, and case studies. Prioritize investment of resources and efforts with customers. Partner with teams and leaders across GTM such as Sales, Marketing, Solutions Engineering, Customer Success, Partnerships, and Support to create a seamless customer experience. Scale Intercom’s Professional Services capabilities through a trusted network of Solutions and Delivery partners. Collaborate effectively with Product and Engineering partners to drive success for our Customers and Intercom. Contribute to the overall vision and strategy of the Solutions and Success organization.
What skills do I need? Leadership Experience: 8+ years in professional services or consulting, including 4+ years in services sales or delivery leadership roles managing teams of individual contributors and managers. SaaS (esp in usage-based / consumption model) or AI experience is a plus. Track Record of Success: Proven experience in a senior professional services delivery role, owning both sales and delivery outcomes. Team Development: Demonstrated ability to grow and develop high-performing teams, with a focus on managers and individual contributors. Customer-Centric Focus: Strong customer-obsessed mindset, shaping strategies and execution to drive customer adoption, maturity, and retention. Executive Communication: Excellent executive-level communication skills, leveraging data and metrics to influence customers and internal stakeholders. Strategic Prioritization: Strong prioritization skills to manage multiple concurrent projects and achieve results in a dynamic environment. Relationship Management: Proven ability to establish meaningful relationships with customers and partners, hold them accountable, and build mutually beneficial partnerships. Cross-Functional Collaboration: Proven ability to align with internal teams (Sales, Customer Success, Product & Engineering, Partnerships, Customer Support) to achieve shared goals. Decisive Problem Solving: Comfortable making sound decisions in fast-paced, ambiguous environments with limited data.
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. 401k plan & match. In-office bicycle storage. Fun events for Intercomrades, friends, and family!
The base salary range for candidates within the San Francisco Bay Area is $226,625 - $263,375. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc.
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 two 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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