What's the opportunity?
Implementation is an activity every Intercom customer experiences, whether purchasing Intercom for the first time, expanding Intercom use to a new team, or adopting new features! As an AI Deployment Specialist at Intercom, you’ll share ownership of this crucial process alongside other members of our Professional Services team and our customers. Your primary responsibility is helping customers implement Intercom’s suite of AI tools to solve their most complex problems and ultimately drive incredible value for their business!
AI Deployment Specialists have an outsized impact on the company. If you want to help make business personal for our customers and you want to work with an ever growing and changing team, you’re in the right place!
What will I be doing?
- You will act as the main product expert during customer projects and partner with the rest of the Professional Services team, the Sales team, and the Customer Success team to deliver the best possible experience for new clients.
- You’ll facilitate discovery of complex customer objectives and requirements and help translate them to items included in our deployment plans.
- You’ll work closely with the Project Managers to complete tasks on the deployment plan or enable customers to complete.
- You’ll execute tailored AI-first customer service strategies based on customer goals and drive product adoption of our AI features.
- You’ll help drive success of the Professional Services Team by exceeding the measured Key Performance Indicators for your Project Portfolio.
- You’ll collaborate with our Customer Support and R&D teams to help coordinate resolution of issues, potential defects, and provide detailed product feedback around feature enhancements.
- You’ll collaborate with our Customer Education Team to ensure our self-serve materials are up to date and best in class.
What skills do I need?
- 4+ years of work experience, with 3+ year(s) in a customer-facing role.
- Positivity and Engagement: A genuine interest in the work you do and a positive attitude!
- Curiosity: a passion for learning, for technology, and for solving problems.
- Training: the ability to make complex topics simple to understand.
- Rapport Building: comfortable working with customers via video calls.
- Adaptability: change is constant and the Professional Services Team values experimentation to find the best processes and solutions.
- Demonstrate the Intercom Values: Customer Obsessed, Success First, Incredibly High Standards, Open Mindedness, Resilience, Impatience, Positive and Optimistic.
Bonus skills & attributes
- Experience training on software, experience with Intercom, or experience with other SaaS products.
- Experience with AI Agents and / or Large Language Models.
- Past experience in Customer Success, Support, Sales Engineering, Consulting.
- Great examples of self started projects with measurable success.
- Experience with RESTful API Integrations.
Benefits
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 equity in a fast-growing start-up
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Regular compensation reviews - we reward great work
- Pension scheme & match up to 4%
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Flexible paid time off policy
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- MacBooks are our standard, but we also offer Windows for certain roles when needed.
