Senior Product Marketing Manager

## About the Role As a Senior Product Marketing Manager at Intercom, you will play a pivotal role in shaping the narrative and positioning of the company's Helpdesk product. This is an opportunity to work at the intersection of product, AI, sales, and strategy, leveraging your expertise to drive the adoption of Intercom's integrated platform. The role is centered on establishing Intercom's vision for an AI-first helpdesk, showcasing the value of combining human support with AI agents like Fin. You will work closely with cross-functional teams, including product, engineering, sales, and marketing, to ensure a cohesive and impactful go-to-market strategy.

The helpdesk industry is undergoing a significant transformation, driven by the integration of AI and automation. Intercom is at the forefront of this change, offering a unique solution that combines the power of AI with the personal touch of human support. As a Senior Product Marketing Manager, you will be responsible for communicating this value proposition to existing customers, while also establishing Intercom as a leader in the AI-first helpdesk era.

The ideal candidate will have a deep understanding of the tech industry, with experience in product marketing, GTM, and Excel. You will be expected to drive cross-functional alignment, develop compelling narratives, and create high-impact marketing assets that resonate with customers.

## What You Will Do - Shape the Ideal Customer Profile (ICP) and audience for Helpdesk, guiding marketing and GTM teams on campaign focus and sales plays - Lead positioning and messaging for the Helpdesk product area, owning the narrative of how Helpdesk and Fin deliver better outcomes together - Define and build the narrative for Intercom's AI-first Helpdesk vision, establishing the company as a leader in the category - Partner with Product to communicate product investment and progress to existing customers, driving customer confidence and retention - Build crisp, high-impact narratives and enablement materials for sales teams, ensuring messaging lands with key customers - Create high-quality core PMM assets, including web pages, first call decks, and launch materials - Lead go-to-market moments, working cross-functionally to deliver cohesive messaging across sales, campaigns, and content - Drive cross-functional alignment on messaging, ensuring consistency across all customer touchpoints

## What We Are Looking For - 5+ years of experience in product marketing, with a focus on tech or SaaS industries - Proven track record of driving cross-functional alignment and developing compelling narratives - Experience with GTM and Excel, with the ability to analyze data and inform marketing strategies - Strong understanding of the tech industry, with a focus on AI, automation, and customer service - Excellent communication and project management skills, with the ability to work effectively in a fast-paced environment - Experience working with cross-functional teams, including product, engineering, sales, and marketing - Strong portfolio of marketing assets and campaigns, with a focus on driving customer engagement and adoption

## Nice to Have - Experience with AI or machine learning technologies, with a focus on customer service applications - Knowledge of the helpdesk industry, with a understanding of the challenges and opportunities facing businesses today - Experience working in a remote or distributed team environment, with a focus on collaboration and communication - Familiarity with Intercom's products and services, with a passion for the company's mission and values

## Benefits and Perks - Competitive salary and equity package - Comprehensive health and wellness benefits, including medical, dental, and vision - Generous PTO and holiday package, with flexible working hours and remote work options - Professional development opportunities, including training and education programs - Access to the latest tools and technologies, with a focus on innovation and experimentation - Collaborative and dynamic work environment, with a team of experienced and passionate professionals

- Develop a deep understanding of the tech industry, with a focus on AI, automation, and customer service - Build a strong portfolio of marketing assets and campaigns, with a focus on driving customer engagement and adoption - Practice your ability to develop compelling narratives and drive cross-functional alignment - Be prepared to analyze data and inform marketing strategies, using tools like Excel and GTM - Research Intercom's products and services, with a focus on the company's mission and values - Prepare to discuss your experience working in a fast-paced environment, with a focus on collaboration and communication