Job Description

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.

Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.

Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.

What's the opportunity?

We are seeking a Professional Services Sales Specialist to accelerate our ability to scope, position, and sell Professional Services engagements with accuracy and confidence. This role will act as the bridge between Sales, R&D, and Solutions, ensuring that customers are sold the right scope of services to achieve successful adoption and automation outcomes on Intercom.

What will I be doing?

• Lead structured discovery with prospects to uncover use cases, integration requirements, and success metrics.
• Translate discovery insights into right-sized, outcome-focused service packages based on our core principles and methodology.
• Create detailed Statements of Work (SOWs) with clear deliverables, assumptions, risks, and timelines.
• Partner with Sales and Solutions to position services early in the sales cycle.
• Develop and maintain scoping templates, pricing calculators, and reusable playbooks.
• Serve as the single source of truth for Professional Services scoping standards across the GTM org.
• Cross-Functional Collaboration: Work closely with ProServ and R&D teams to validate scope assumptions and lessons learned from prior engagements.
• Develop scoping tools to facilitate self-serve scoping on certain opportunities.
• Collect feedback to continuously improve the scoping framework.
• Work with the Partnerships team to build translation of scope to partner SOWs.
• Quality & Risk Management: Ensure every scoped engagement includes the right level of resourcing, risk mitigation, and value alignment.
• Build initial project plans in partnership with the ProServ team for an earlier transition from pre to post-sale.
• Reduce overscoping/underscoping risks by applying best practices and benchmarks from what has worked prior.

What skills do I need?

• 5+ years in Professional Services sales scoping, technical solutions consulting, or a similar customer-facing role in SaaS.
• Proven track record in creating accurate, customer-ready SOWs that led to successful project delivery.
• Strong commercial acumen and ability to partner with Sales to drive revenue.
• Excellent stakeholder management, negotiation, and communication skills.
• Familiarity with SaaS automation, integrations, and change management best practices.

What success looks like

• Reduction in sales cycle time for Professional Services-related deals.
• Increase in Professional Services attach rate and revenue per new logo.
• Higher delivery margin through accurate resourcing and scope.
• Improved customer automation adoption (measured by automation rate KPIs).

We offer a competitive salary and benefits package, including comprehensive medical, dental, and vision coverage, regular compensation reviews, flexible paid time off policy, and Paid Parental Leave Program.

Intercom values diversity and is committed to a policy of Equal Employment Opportunity. We do 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.

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