Senior GTM Program Manager - AI Business - Intercom
San Francisco, CA
About the Job
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 all know that customer service on the internet sucks. It’s slow and impersonal. 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.Intercom has been a long-standing product leader and cultural icon in the technology and startup worlds for more than a decade. We set the pace for our industry and live by our values that allow us to push boundaries, build with speed and intensity, and deliver incredible value to our customers.Join us on our mission to redefine customer service and make internet business personal.
GTM Managers are responsible for the strategic development, execution, and success of one or more growth-oriented GTM (Go-To-Market) programs. This role involves deep collaboration across functions to ensure coherent program delivery and impactful outcomes. The Senior GTM Program Manager will take overall accountability for the KPIs, revenue and costs associated with the program, and lead development in AI-driven customer service solutions, helping businesses to enhance their customer support operations with cutting-edge technology.
What will I be doing?The GTM Manager will work with key stakeholders across the business to create, align, and execute a plan that drives remarkable business outcomes from our AI products. This role is pivotal in ensuring that our AI solutions reach their full potential in the market. The role will report to the Head of GTM Programs.
Responsibilities:
- Strategic Planning: Develop and implement strategic plans for assigned GTM programs, focusing on addressing specific GTM challenges and seizing market opportunities. This includes market research, competitive analysis, and identifying target customer segments.
- Cross-Functional Execution: Work closely with cross-functional teams, including Marketing, Sales, Product, Customer Success, Support, and Finance, to ensure seamless execution and alignment with program objectives. Foster strong relationships and communication channels between teams.
- Performance Monitoring: Monitor and analyze program performance, adjusting strategies as needed to maximize impact. Utilize data-driven insights to refine and optimize GTM strategies.
- Customer Engagement: Work closely with Sales and Success teams to drive customer adoption, activation, and usage of AI features through tailored engagement strategies. Develop and implement initiatives to deepen customer relationships and reduce churn.
- Change Management: Facilitate change management processes within and across teams to ensure adoption and success of GTM initiatives. Support teams in understanding and embracing changes related to GTM strategies.
- Continuous Improvement: Contribute to the continuous improvement of the GTM Programs function through insights and feedback. Identify opportunities for process enhancements and implement best practices.
- Communication: Create and maintain the right communication tactics to keep everyone informed and moving in the same direction. Ensure senior management stakeholders are aware, able to input and updated on progress. Activities here include report preparation, stakeholder presentations, facilitating cross-functional meetings.
- Experience: 5+ years of experience in GTM strategy, product marketing, product-management, program management, or a related field within a SaaS business, ideally from SMB to mid-market companies selling into B2B SaaS, Fintech or Ecommerce.
- Education: Bachelor’s degree in Business, Marketing, or a related field. An MBA or equivalent advanced degree is a plus.
- Skills: Strong strategic thinking, analytical skills, and the ability to translate market insights into actionable plans. Excellent project management skills and the ability to manage multiple initiatives simultaneously.
- Collaboration: Demonstrated ability to work effectively in a cross-functional environment, with strong interpersonal and communication skills.
- Adaptability: Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities. Proven track record of successfully managing change within an organization.
- Results-Oriented: A track record of delivering results and achieving business goals through effective GTM strategies
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!
The base salary range for candidates within the San Francisco Bay Area is 151,700 - 176,300. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base 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 two 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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