Director of Product Marketing, Intercom
Web & Sales Strategy
+ Equity
The modern customer communications platform
Open for applications
The modern customer communications platform
1001+ employees
Open for applications
+ Equity
1001+ employees
Company mission
Intercom's mission is to make internet business personal.
Role
Who you are
- 7-9+ years of product marketing experience in B2B technology, preferably in SaaS with a strong handle of the end-to-end PMM function
- Proven track record building successful websites and experience owning the copy & content strategies
- Outstanding writer. This is a non-negotiable
- Enjoy writing and workshopping copy until it's great
- Extraordinarily high attention to detail to uphold Intercom’s extremely high standards in execution, especially on our website
- Knows what great product-first product marketing means
- An execution machine. PMM at Intercom are in the business of getting shit done
- Proven track record of partnering with product, web, design teams to contribute to product and web strategy
- Comfortable collaborating with executives, often under pressure
- Operational expert with experience managing multiple projects and work streams simultaneously
- Excellent communicator, both written and verbal. Can communicate at different altitudes and simplify complex concepts to serve the audience
- Highly organized - able to work independently and effectively within a fluid environment by bringing clarity and simplicity to complex projects
- Natural leader and comfortable managing stakeholders across teams and levels
- Very high attention to detail (to uphold high standards in execution)
- You are genuinely excited by software products, are passionate about new technology and its impact on the world, and can talk very comfortably about how software products work
- Strong both qualitatively (understanding customers) and quantitatively (measuring the impact of what we do)
- No tolerance for work/work or docs/pdfs as an end state of a project. Always looking to drive a direct line between your work and customer value and/or business impact (see 2nd bullet above)
What the job involves
- This product marketing role will be critical to the product marketing function, owning our two largest channels - web & sales - to tell the Intercom story, position us in the market, and speak to our customers to drive preference and demand.
- This role is critical to the success of Intercom and the product marketing team, and will manage two direct reports
- Manage two direct reports across both web and sales (enablement) channels
- Own ‘The Pitch’ and how we tell the Intercom story to the world across our two most important channels - web & sales
- Own copy & own the content strategy across our web surfaces
- Collaborate closely with Sales, Web, and PMM leadership to determine the overall strategy for our pitch, which comes to life via web and sales
- Create and maintain the Intercom sales narrative and all accompanying materials that enable sales to win deals
- Own product enablement, partnering closely with the sales enablement team, in order to elevate the performance of our global sales team
- Collaborate closely with Sales, Web, and PMM leadership to determine the overall strategy for our pitch, which comes to life via web and sales
- Partner closely with Sales and Sales Enablement leaders to gather feedback and create excellence in product enablement
- Own the creation and execution of Intercom’s positioning, messaging, copy, and product designs across all web surfaces and sales materials
- Collaborate closely with Product design, Web design, Copywriting, PM, and PMM and leadership on all things copy and content
- Monitor the performance of our webpages with the web team, continuously looking for ways to improve and optimize the site to drive new business
- Ship fast, iterate faster with a test and learn approach to your work
- Manage the content strategy across the buyer journey, in partnership with the PMM growth lead, to ensure we are delivering a consistent quality experience
- Support all PMMs with web needs related to new and existing products that require web updates
- Responsible for communicating and presenting effectively to stakeholders at all levels of the organization, including C-suite
- Work with urgency and intention, helping web teams ship early and often, knowing that what matters most is what our customers experience
- Support and contribute to the production of high quality content for the Marketing & Web org
- Collaborate with Marketing leaders in Brand, Demand Generation, Education, to ensure we have a unified Marketing strategy, and these functions have what they need from PMM
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
Some candidates hear
back within 2 weeks
41% female employees
-7% employee growth in 12 months
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 values
- We're optimistic & positive
- We obsess about our customers' success
- We're confident, yet humble
- We think big and start small
- We go further together
- Make every day count
Company HQ
Financial District, San Francisco, CA
Articles
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.
People progressing
Joined as a Manager in Product Analytics. Made it to VP of Research & Data Science after 6 years and 3 promotions
Salary benchmarks
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