Product Manager • Senior

Who you are

You have a strong background in product enablement or a related field, with at least 5 years of experience in technical education or customer success. You excel at translating complex technical concepts into clear, actionable strategies that empower teams and enhance customer outcomes. Your ability to collaborate with cross-functional teams, including R&D and Solutions, is key to your success in this role. You are passionate about customer experiences and understand the importance of bridging the gap between product innovation and customer-facing teams.

Desirable

Experience in AI or customer service technology is a plus, as is familiarity with customer success metrics and strategies. You have a knack for identifying gaps in knowledge and creating scalable training solutions that drive adoption and engagement. Your strong communication skills enable you to effectively convey technical information to non-technical audiences, ensuring that all stakeholders are aligned and informed.

What you'll do

As the Senior Product Enablement Manager, you will own the technical education strategy for Intercom's Solutions organization. This involves developing training programs that equip Customer Success Managers, Solutions Engineers, and Professional Services teams with the knowledge they need to effectively support customers. You will work closely with R&D and Product teams to stay updated on product innovations and AI capabilities, ensuring that your training materials are current and relevant. Your role will also involve assessing the effectiveness of training programs and making data-driven improvements to enhance learning outcomes.

You will facilitate workshops and training sessions, fostering an environment of continuous learning and improvement. By acting as a bridge between technical and non-technical teams, you will help ensure that customer-facing teams are well-prepared to deliver exceptional service and support. Your contributions will directly impact customer satisfaction and retention, making this role critical to Intercom's mission of transforming customer experiences.

What we offer

Intercom offers a collaborative and innovative work environment where you can make a significant impact. You will have the opportunity to work with cutting-edge AI technology and contribute to a mission-driven company that values customer experiences. We provide competitive compensation and benefits, along with opportunities for professional growth and development. Join us in shaping the future of customer service and delivering incredible value to our customers.