Principal Strategic Partnerships Manager

at Intercom

San Francisco, United States

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?

Intercom is seeking an experienced and results-driven Principal Strategic Partner Manager to join our growing Partnerships team. In this role, you will be responsible for developing and managing our relationships with our Enterprise focused strategic partners.

Your mission will be to turn these relationships into a powerful engine for Intercom's growth, driving new revenue, expanding our market reach, and embedding our platform as a core component of our partners' service offerings. You'll be the primary driver of joint go-to-market strategies, sales enablement, and executive alignment, ensuring our partners are a force multiplier for Intercom.

What will I be doing?

Own the Partnership: Develop and execute comprehensive business plans for a portfolio of strategic partners, with a focus on GSIs and cloud providers.
Drive Revenue: Identify and build joint sales motions and co-selling opportunities, working closely with Intercom’s Enterprise and Mid-Market sales teams to drive pipeline and revenue.
Go-to-Market (GTM) Strategy: Create and lead joint GTM initiatives, including co-marketing campaigns, webinars, and partner-led sales enablement programs.
Relationship Management: Cultivate and maintain strong relationships with key stakeholders at all levels within our partner organizations, from executive leadership to product managers and sales teams.
Enablement: Equip our partners with the knowledge, tools, and training they need to effectively sell, implement, and support Intercom’s platform, with a special focus on our AI-first solutions.
Analyze and Optimize: Track and report on partnership performance, using data to identify new opportunities and optimize existing programs.
Cross-Functional Collaboration: Serve as the internal voice of the partner, collaborating with Intercom teams in product, engineering, sales, and marketing to ensure partner needs are met and new opportunities are fully leveraged.

What skills do I need?

8+ years of experience in a strategic partnerships or channel sales role at a SaaS company, with a proven track record of managing and growing relationships with GSIs (e.g., Slalom, Deloitte, Accenture) and/or cloud providers (e.g., AWS, Azure).
Expertise in the enterprise software ecosystem, with a deep understanding of how complex partnerships drive value for all parties.
Strong business acumen and sales skills, with the ability to build a pipeline, negotiate complex deals, and drive revenue through partners.
Excellent communication and presentation skills, with the ability to articulate a clear vision and build consensus with both internal and external stakeholders.
Strategic and analytical mindset, with a data-driven approach to identifying opportunities and measuring success.
High degree of autonomy and proactive leadership, with the ability to thrive in a fast-paced, dynamic environment.
Experience with AI, customer service, or CRM technologies is a plus.

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!

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!

*Proof of eligibility to work in the United States is required.

The OTE salary range for candidates within the San Francisco Bay Area is $258,700 - $300,700. Actual OTE and base pay will depend on a variety of factors such as education, skills, experience, location, etc. The OTE 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).

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.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

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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