Global Director, Professional Services

Intercom • Full-time • Chicago, Illinois, United States • 1w ago

What's the opportunity?

We’re looking for a visionary Global Director to lead and scale our Professional Services organization. Reporting to the VP of Solutions and Success, you’ll collaborate with the global Customer Solutions leadership team—encompassing Sales Engineering, Professional Services, and Customer Success—to shape the future of how we deliver value to our customers.

In this high-impact role, you will build, lead, and develop a team of top-performing professionals, including individual contributors and a senior manager, across multiple regions. Partnering closely with Sales and cross-functional leaders, you will design and execute strategies that drive customer success, adoption, and long-term growth. As a key member of the global Sales, Solutions, and Customer Success leadership team, you’ll play a pivotal role in achieving our ambitious goals.

You will champion customer excellence, ensuring our Professional Services team is equipped with deep expertise in customer service, AI agents, and delivery best practices. Your leadership will be critical in empowering customers to unlock value, scale their success, and deepen their partnership with us.

What will I be doing?

As a senior leader in our Solutions & Success team, you will build, lead, and develop a world-class team of multi-disciplinary Professional Services individual contributors and Managers that live Intercom’s values
Develop and operationalize the Intercom Professional Services vision, strategy, initiatives, and tactics
Deliver on global targets and key metrics through operational excellence
Drive change globally and more broadly, marshaling and guiding resources to implement impactful, scalable solutions
Help personally create customer wins, model customers, references, and case studies
Prioritize investment of resources and efforts with customers
Partner with teams and leaders across GTM such as Sales, Marketing, Solutions Engineering, Customer Success, Partnerships, and Support to create a seamless customer experience
Scale Intercom’s Professional Services capabilities through a trusted network of Solutions and Delivery partners
Collaborate effectively with Product and Engineering partners to drive success for our Customers and Intercom
Contribute to the overall vision and strategy of the Solutions and Success organization

What skills do I need?

Leadership Experience: 8+ years in professional services or consulting, including 4+ years in services sales or delivery leadership roles managing teams of individual contributors and managers. SaaS (esp in usage-based / consumption model) or AI experience is a plus.
Track Record of Success: Proven experience in a senior professional services delivery role, owning both sales and delivery outcomes.
Team Development: Demonstrated ability to grow and develop high-performing teams, with a focus on managers and individual contributors.
Customer-Centric Focus: Strong customer-obsessed mindset, shaping strategies and execution to drive customer adoption, maturity, and retention.
Executive Communication: Excellent executive-level communication skills, leveraging data and metrics to influence customers and internal stakeholders.
Strategic Prioritization: Strong prioritization skills to manage multiple concurrent projects and achieve results in a dynamic environment.
Relationship Management: Proven ability to establish meaningful relationships with customers and partners, hold them accountable, and build mutually beneficial partnerships.
Cross-Functional Collaboration: Proven ability to align with internal teams (Sales, Customer Success, Product & Engineering, Partnerships, Customer Support) to achieve shared goals.
Decisive Problem Solving: Comfortable making sound decisions in fast-paced, ambiguous environments with limited data.