Sr. Technical Enablement Manager

Intercom is the only complete Customer Service solution that provides a seamless customer experience across automation and human support. Today more than 25,000 businesses use Intercom to connect with a billion people worldwide.

Join the company helping businesses grow revenue through live chat, and so much more.

Intercom's Global Revenue Enablement team is evolving to support Sales Engineers, Customer Success Managers, Customer Onboarding Specialists and Partners. The Enablement team’s mission is to provide world-class enablement programs that empower Intercom’s customer facing teams to lead value based conversations and interactions.

As a Senior Technical Enablement Manager, you’ll be the primary Technical Enablement practitioner in a highly innovative and fast paced environment. You’ll be responsible for designing, creating and delivering continuous learning programs to educate customer-facing teams on Intercom products, so that they can lead conversations with prospective buyers and customers. We’re looking for an experienced professional to join our team to help shape how we deliver best-in-class enablement.

The role requires excellent communication and organization skills, along with a capacity to understand software products and integrations. Additionally, effective cross-functional collaboration with Product Managers, Product Marketing, Sales Engineers, Customer Success Managers, Customer Onboarding Specialists, and leaders of those departments will be essential for the success of this role.

We currently operate in a hybrid working model and have offices in San Francisco, Chicago, Dublin, London and Sydney.  While we’d love to see you at the office, this job is also available for remote employment if your place of  permanent residence in the following states; Florida, Illinois, Massachusetts, North Carolina, and Texas.

Reporting to the Director of Global Revenue Enablement, you will be the primary business partner to the Global VP of Customer Success and Solutions. You will own and drive all of Intercom’s Global Technical Enablement activities, curriculum and programs for North America, EMEA and APAC. Responsibilities include:

• Own, architect and deliver a technical enablement strategy to support Intercom’s global Sales Engineers, Customer Success Managers and Customer Onboarding Specialists; Set goals, measure results/KPIs and document successes
• Scope product launches, product knowledge gaps and enablement requests to assess the right learning and communication approach; define key focus areas to make the biggest impact in revenue
• Design and deliver training/learning programs that support a globally distributed learning audience (in-person, remote and self-paced learning approaches)
• Partner with Product teams to create content for internal-use (learning content), as well as external-facing materials used in the sales cycle to convey the value of Intercom to prospective buyers and current customers 
• Build strong relationships with Sales and Solutions leaders to support their short term and long term needs
• Work cross-functionally and with leadership to drive change management of late stage sales activities, such as Technical Discovery, Customized Demo and Proof of Concept, as well as post-sales activities such as Implementation and Adoption
• Support Integration Partnerships by developing content and resources to help drive adoption of Intercom 

• 8-10 years experience in Technical Sales Enablement, or Sales Engineer, Solutions Engineer, or technical Customer Success Manager roles in a B2B software organization. 
• Technical acumen with an understanding technical concepts such as Single Sign On, SAML, Platform Integrations, API usage and data integration especially RESTful APIs
• A track record for creating innovative enablement ideas to increase customer retention and product adoption
• Experience scoping, designing, creating, and delivering learning curriculum, both in-person and virtually
• Impeccable communication skills, both written and verbal; active listener
• Ability to build strong cross-functional partnerships, including senior leadership
• A solid understanding of software selling and buying cycles
• An intuitive sense for chunking, sequencing and layering (taking complex or large volumes of information and delivering the right information, in the right way, at the right time)
• Knack and comfort of working collaboratively with global teams

• Experience with Intercom is a plus

We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! :)

• Competitive salary and meaningful equity
  
• Catered lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
  
• Comprehensive medical, dental, and vision coverage
  
• Regular compensation reviews - great work is rewarded!
• Open vacation policy and 10 corporate holidays
  
• Paid Parental Leave Program
  
• 401k plan
  
• In-office bicycle storage
  
• Fun events for Intercomrades, friends, and family!
  

*Proof of eligibility to work in the United States is required.

Intercom values diversity and is committed to a policy of Equal Employment Opportunity.  Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.