Senior Product Manager, Intercom
Monetization
Plus equity
The modern customer communications platform
Job no longer available
The modern customer communications platform
1001+ employees
Job no longer available
Plus equity
1001+ employees
Company mission
Intercom's mission is to make internet business personal.
Role
Who you are
- 5+ years experience as a product manager, founder, or monetization professional with a proven track record of shipping impactful product
- You are commercially-minded - you understand business levers and are outcome-oriented
- You are data-driven and analytically-minded
- You are comfortable working across the product and customer life cycle, from go to market to optimizing digital experiences
- Demonstrable experience of leading a team
- You can clearly communicate decisions and the rationale behind them. You’re equally able to drive decisions within your team as you are able to influence senior executives
- You’re entrepreneurial, you don’t need direction, you're self driven
What the job involves
- The role we are looking to fill will be pivotal in helping us achieve success
- You'll be iterating our pricing and packaging, monetizing new offerings, and creating delightful customer experiences
- You’ll directly lead a talented team across engineering, design, and data science
- You’ll also partner deeply with sales, growth, finance, and R&D, among others
- This role will report to the director of product for monetization and will be high visibility and high impact, regularly working with senior executives and leading some of the most important projects at Intercom
- You’ll lead high-impact monetization projects, partnering closely with many teams across Intercom to drive measurable business results
- You’ll leverage your commercial acumen and product skills to most effectively monetize the customer journey and support Intercom’s growth
- You’ll work with Growth, RevOps, and Finance leaders on commercial strategy, from discounting to contract structures to payment terms and overages
- You’ll research and deeply know the problems faced by our customers across the commercial lifecycle from purchase to usage to expansion to billing to renewal
- You’ll manage the roadmap: capture work from a wide range of inputs, understand and prioritise this work so your team is always working on the most impactful projects
- You’ll deliver high impact projects and refine through testing and evaluation
- You’ll motivate a group of committed, smart people to do the best work of their careers
Salary benchmarks
Our take
If you've ever seen a chat pop up on a business' website, it was probably provided by Intercom. Though ubiquitous now, it used to be a major challenge for companies to communicate swiftly with their customers. Intercom's Messenger allows a company to instantly reach out with human or automated support, improving customer service and greatly increasing conversion rates for sales.
While the Messenger is its most visible product, Intercom provides a service similar to Salesforce, as an advanced customer relationship management system. However, Intercom doesn't see Salesforce as a major rival, as Intercom specialises in the online market while Salesforce is more suited for traditional retail. Intercom is used by more than 25,000 businesses including Amazon, Meta and Atlassian, and reaches an estimated 600 million end users monthly.
Intercom has primarily served the US and Irish markets but has been expanding its presence globally in recent years. Despite having a commanding market position, it is continuing to develop its product, most recently delivering a major functionality upgrade to its Messenger software, greatly increasing its ability to carry out ticketed support requests.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Mar 2018
$125m
SERIES D
Apr 2016
$50m
SERIES C
Total funding: $240.8m
Company benefits
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Generous public transport allowance for commuting
- Wellness programme that allows you to expense gym and other sports activities up to £90 quarterly
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- Open vacation policy and flexible holidays so you can take time off when you need
- Work from home opportunities
- Health insurance
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Regular compensation reviews - we reward great work
- MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done
Company HQ
Financial District, San Francisco, CA
Leadership
Eoghan McCabe
(Co-Founder & CEO)Previously CEO of Contrast and Exceptional. Is also the Chairman of Intercom.
Des Traynor
(Co-founder & CSO)Previously worked in software development and is an expert in User Experience (has lectured on the topic and was UX Lead at Contrast)
Ciaran Lee
(Co-founder)Previously Lead Engineer at RateMyArea.com and CTO of Exceptional. Was Intercom's CTO until 2021.
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