Partner Services Manager

6+ years of work experience, with 4+ year(s) in an Implementation Project Manager 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 and consultants 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

Act as the Intercom owner of partner-delivered services projects and the liaison who ensures that Services Delivery Partners have a good experience working with Intercom
Enable partners to facilitate discovery of complex customer objectives and requirements and help translate them to items included in our deployment plans
Enable partners to execute tailored AI-first customer service strategies based on customer goals and drive product adoption of our AI features
Work closely with our Partners to help drive success by exceeding portfolio Key Performance Indicators and provide intervention for projects that are not meeting expectations
Drive the overall efficiency of our Services Delivery Partner operations
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
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
Drive a Quarterly Business Review with each service partner to ensure we are tracking towards stated goals