Intercom
Senior Partnerships Manager New San Francisco, California
Intercom, San Francisco, California, United States, 94199
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?
We're looking for a highly strategic and results-driven
Senior Solutions Partnership Manager
to join our team. This role is a key driver of our growth, responsible for identifying, recruiting, and managing a portfolio of strategic partners within the
Customer Services ecosystem . You will be the architect of our partner network, focusing on solution providers and consultancies that can create new market opportunities and drive significant revenue growth. The ideal candidate will have deep domain expertise in the customer service and CX technology landscape, a strong network, and a proven track record of building and scaling successful partnerships. What will I be doing?
Strategy & Planning:
Develop and execute a comprehensive Business Plan focused on recruiting and growing partners that align to Intercom's strategic objectives. Partnership Sourcing & Development:
Identify, evaluate, and prioritize potential strategic partners in the Customer Service and CX ecosystem. Negotiation & Structuring:
Lead the end-to-end partnership lifecycle, including initial outreach, business case development, negotiation of commercial terms, and contract execution. Relationship Management:
Serve as the primary point of contact and lead relationship manager for key CX and Customer Service partners, ensuring mutual success and identifying opportunities for co-innovation and expansion. Cross-functional Execution:
Collaborate closely with Product, Engineering, Operations, and Legal teams to integrate partner solutions seamlessly and ensure technical and operational readiness. Performance Monitoring:
Define key performance indicators (KPIs) for each partnership, monitor performance, report on the business impact, and conduct regular QBRs (Quarterly Business Reviews) with partners. Market Intelligence:
Stay abreast of industry trends, competitor partnerships, and emerging technologies in the CX/Service space to maintain a competitive edge. What skills do I need?
5+ years
of experience in
Partnership Management, Business Development, or Alliance Management , with a significant focus on
Customer Experience (CX) or Customer Service technologies/platforms. Bachelor’s degree in Business, Marketing, or a related field; a Master's degree is a plus. Proven ability to identify, negotiate, launch, and grow complex, high-value strategic partnerships. Strong understanding of the
Customer Service technology stack
(e.g., Salesforce Service Cloud, Zendesk, Genesys, Intercom, conversational AI/ML, WFM, QA tools). Exceptional communication, presentation, and interpersonal skills, with the ability to influence stakeholders at all levels, both internally and externally. Demonstrated ability to think strategically about business, product, and technical challenges. We offer a competitive salary and meaningful equity, comprehensive medical, dental, and vision coverage, regular compensation reviews, flexible paid time off policy, and paid parental leave program. 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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We're looking for a highly strategic and results-driven
Senior Solutions Partnership Manager
to join our team. This role is a key driver of our growth, responsible for identifying, recruiting, and managing a portfolio of strategic partners within the
Customer Services ecosystem . You will be the architect of our partner network, focusing on solution providers and consultancies that can create new market opportunities and drive significant revenue growth. The ideal candidate will have deep domain expertise in the customer service and CX technology landscape, a strong network, and a proven track record of building and scaling successful partnerships. What will I be doing?
Strategy & Planning:
Develop and execute a comprehensive Business Plan focused on recruiting and growing partners that align to Intercom's strategic objectives. Partnership Sourcing & Development:
Identify, evaluate, and prioritize potential strategic partners in the Customer Service and CX ecosystem. Negotiation & Structuring:
Lead the end-to-end partnership lifecycle, including initial outreach, business case development, negotiation of commercial terms, and contract execution. Relationship Management:
Serve as the primary point of contact and lead relationship manager for key CX and Customer Service partners, ensuring mutual success and identifying opportunities for co-innovation and expansion. Cross-functional Execution:
Collaborate closely with Product, Engineering, Operations, and Legal teams to integrate partner solutions seamlessly and ensure technical and operational readiness. Performance Monitoring:
Define key performance indicators (KPIs) for each partnership, monitor performance, report on the business impact, and conduct regular QBRs (Quarterly Business Reviews) with partners. Market Intelligence:
Stay abreast of industry trends, competitor partnerships, and emerging technologies in the CX/Service space to maintain a competitive edge. What skills do I need?
5+ years
of experience in
Partnership Management, Business Development, or Alliance Management , with a significant focus on
Customer Experience (CX) or Customer Service technologies/platforms. Bachelor’s degree in Business, Marketing, or a related field; a Master's degree is a plus. Proven ability to identify, negotiate, launch, and grow complex, high-value strategic partnerships. Strong understanding of the
Customer Service technology stack
(e.g., Salesforce Service Cloud, Zendesk, Genesys, Intercom, conversational AI/ML, WFM, QA tools). Exceptional communication, presentation, and interpersonal skills, with the ability to influence stakeholders at all levels, both internally and externally. Demonstrated ability to think strategically about business, product, and technical challenges. We offer a competitive salary and meaningful equity, comprehensive medical, dental, and vision coverage, regular compensation reviews, flexible paid time off policy, and paid parental leave program. 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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