Senior Product Manager, Intercom
Team Billing
The modern customer communications platform
Job no longer available
The modern customer communications platform
1001+ employees
Job no longer available
1001+ employees
Company mission
Intercom's mission is to make internet business personal.
Role
Who you are
- Multiple years experience as a product manager, with a proven track record of shipping impactful products
- Ideally, you have experience working with billing systems and/or monetization teams. You understand how billing and monetization interact with finance and other business systems
- Demonstrable experience of leading a team
- You can clearly communicate product decisions and the rationale behind them. You’re comfortable making decisions without consensus. You can help others make decisions by being persuasive. You are excellent at stakeholder management
- You’re entrepreneurial; you don’t need direction; you're self-driven
- You’re organised, not ad hoc
- You’re able to easily switch between thinking creatively and analytically
What the job involves
- Within the Monetization Platform Group, our Billing Team owns Intercom’s subscription management systems and data, which are at the heart of how we package, price, sell and manage all of the products and services that we build
- These systems accelerate the efficiency of our Go To Market teams, enable faster growth of our business and deliver a great customer experience
- As a Senior Product Manager for the Billing Team, you will own the strategy around how we grow and evolve our subscription management systems and data
- You will partner closely across the org,particularly with Finance, Growth, and Monetization, to define the system’s features and capabilities - creating the next generation of our core monetization infrastructure
- 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 deeply know the problems that you’re tackling through research and regular interaction with internal stakeholders and customers; define and frame those problems for the team
- You’ll collaborate with your team in thinking big, to imagining future solutions that solve these problems
- You’ll scope these solutions to their smallest coherent state to ship to customers as early as you can
- You’ll constantly evaluate if your solutions have solved the problem through quantitative and qualitative measures, both in beta’s and after full release
- You’ll own and maintain the quality of the product areas your team are responsible for; deliver world-class software in every release
- 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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