Intercom · 9 hours ago
Implementation Project Manager
Chicago, Illinois
Full-time
Hybrid
Mid, Senior Level
$109K/yr - $131K/yr
5+ years expIntercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. We are seeking an experienced Implementation Project Manager to oversee customers’ implementation of Intercom, ensuring successful onboarding, installation, and integration while driving customer satisfaction and product adoption.
CRMMarketing AutomationSaaSSales Automation
Responsibilities
Lead end-to-end implementation programs for customers adopting Intercom, ensuring successful and timely onboarding
Define project scope, deliverables and success criteria, aligned with the customers business objectives
Collaborate closely with sales, customer success, and technical teams to gather customer requirements, develop implementation plans, and define project milestones
Act as the primary point of contact for customers, providing regular project updates, addressing concerns, and managing expectations throughout the implementation process
Develop and maintain detailed project and resource plans to ensure that Intercom is implemented within the allocated budget and timeline
Coordinate and facilitate project kick-off meetings, discovery sessions, and regular progress meetings with customers and internal stakeholders
Identify risks and issues that may impact the implementation program, proactively develop mitigation strategies, and escalate as needed
Collaborate with cross-functional teams, such as engineering, product management, and support, to ensure smooth technical integrations and resolve any technical challenges
Monitor and measure key implementation metrics, such as time-to-value, customer satisfaction, and adoption rates, and take corrective actions as needed to drive program success
Serve as a subject matter expert on Intercom's implementation processes, methodologies, and product capabilities, staying up-to-date with the latest features and enhancements
Continuously identify opportunities for process improvements and contribute to the development of best practices and implementation standards
Qualification
Required
Bachelor's degree in a relevant field or equivalent practical experience
5+ years experience as a program manager or project manager, preferably in the software-as-a-service (SaaS) industry
Strong understanding of customer success principles and experience driving successful customer implementations
Excellent project management skills, with the ability to manage multiple complex projects simultaneously and deliver on schedule
Exceptional communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders
Analytical mindset with the ability to identify and mitigate risks, solve problems, and make data-driven decisions
The ability to understand and articulate technical concepts at a high level (i.e. integration and data migration)
Strong leadership skills, with the ability to motivate and align cross-functional teams toward common goals
Demonstrated ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities
Passion for delivering exceptional customer experiences and driving customer success
Preferred
Familiarity with Intercom, Zendesk, or similar customer messaging / customer support platforms is highly desirable
Benefits
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!
Company
Intercom
Intercom is a software company that creates modern customer service software that redefines how businesses support their customers.
1001-5000 employees
H1B Sponsorship
Intercom has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (8)
2023 (4)
2022 (5)
2021 (5)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
$240MKey Investors
Kleiner PerkinsIndex VenturesICONIQ Growth
2018-03-27Series D· $125M
2016-04-07Series C· $50M
2015-08-26Series C· $35M
Leadership Team
Eoghan McCabe
CEO, Chairman, and Co-founder
Ciaran Lee
Co-Founder
Recent News
2025-10-31
Company data provided by crunchbase