Implementation Project Manager

About the Role

Key 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.

Requirements

• 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.
• Familiarity with Intercom, Zendesk, or similar customer messaging / customer support platforms is highly desirable.
• 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.

Nice to Have

• Familiarity with Intercom, Zendesk, or similar customer messaging / customer support platforms.

Qualifications

• Bachelor's degree in a relevant field or equivalent practical experience.

Benefits & Perks

• 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!