What's the opportunity?
It’s an exciting time at Intercom — especially within our Professional Services team. We’re helping some of the world’s most innovative companies transform how they support their customers through AI-powered customer service.
As an AI Deployment Consultant, you’ll lead our largest and most complex customer deployments, combining world-class project management with hands-on technical configuration of Intercom’s platform — including our agent Fin. You’ll be the trusted advisor who ensures our customers achieve value quickly and at scale, guiding them not only to do the foundations, but set a direction on how they measure their impact with AI.
You’ll partner with a dedicated team of engineers for complex technical work while managing the overall project strategy, timeline, and delivery. This is a perfect role for someone who thrives at the intersection of technology, customer success, and execution excellence.
What will I be doing?
- Lead end-to-end deployment programs for our largest customers, ensuring successful and timely implementation to Intercom and Fin.
- Define project scope, success criteria, and timelines that align with each customer’s unique goals and support model.
- Act as the primary point of contact for customers throughout implementation, managing communication, alignment, and expectations.
- Partner cross-functionally with Sales, Customer Success, Engineering, and Product teams to design tailored deployment strategies and deliver measurable outcomes.
- Facilitate discovery sessions to understand complex customer requirements and translate them into actionable technical and project plans.
- Perform hands-on configuration of Intercom features — including automation, workflows, and reporting — supported by engineers for advanced technical steps.
- Coordinate technical readiness activities, including integrations, data migrations, and security reviews.
- Track key metrics on both the customer and Intercom side such as time-to-value, automation rates, and customer satisfaction, taking proactive steps to ensure successful outcomes.
- Collaborate with our Product and R&D teams to surface feedback, identify improvements, and help shape future innovations.
What skills do I need?
- 6+ years of experience in customer-facing implementation, deployment, or professional services roles, ideally within SaaS or AI technology companies.
- Proven success managing large, complex projects with multiple stakeholders and work streams.
- Strong technical aptitude — comfortable configuring software platforms and discussing integrations, APIs, and data flows.
- Excellent project management skills with a structured, proactive, and detail-oriented approach.
- Exceptional communication and relationship-building skills, capable of influencing both executives and technical stakeholders.
- Experience implementing or configuring platforms like Intercom, Zendesk, Salesforce, or similar customer experience tools is a plus.
- Analytical mindset with strong problem-solving, prioritization, and decision-making skills.
- Adaptability and resilience in a fast-paced, changing environment.
- Passion for technology, AI, and helping customers succeed.
How will I be measured?
- Automation Rate - Are you driving your customers to achieve high adoption of Fin?
- Customer Satisfaction - Do customers receive a delightful and thorough experience as they begin their journey with Fin?
- Timeliness — Are your projects on-schedule against the dedicated timelines?
Benefits
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 equity in a fast-growing start-up
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Regular compensation reviews - we reward great work!
- Pension scheme & match up to 4%
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Flexible paid time off policy
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
- MacBooks are our standard, but we also offer Windows for certain roles when needed.
