Senior Manager, EMEA Solution Partnerships

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’re seeking a dynamic and strategic Senior Manager, EMEA Solution Partnerships to build and scale our regional network of consulting, implementation, and service delivery partners.

You’ll own Intercom’s Solution Partner strategy across EMEA, responsible for driving partner-sourced revenue, enablement, and ecosystem expansion. Your focus will be on empowering partners to sell, implement, and optimize Intercom - especially Fin, our AI-first customer service agent - across enterprise and mid-market customers.

This role is perfect for someone who thrives on building long-term partnerships that blend go-to-market strategy, enablement, and operational excellence.

What will I be doing?

1. Partner Strategy & Growth

• Define and execute the EMEA Solution Partner strategy to drive partner-sourced and influenced revenue.

• Identify, recruit, and onboard high-impact consulting firms, SIs, and CX specialists that align with Intercom’s ideal customer profile.

• Build and manage joint business plans with top-tier partners to accelerate Fin and Suite adoption.

• Develop clear partner segmentation and tiering (Gold/Silver) to prioritize enablement and support efforts.

• Deliver on quarterly and annual pipeline and revenue targets tied to partner performance.

2. Enablement & Partner Performance

• Launch and scale certification programs to deepen partner delivery capabilities.

• Lead enablement initiatives - training, webinars, and partner workshops focused on Fin AI, customer engagement, and implementation best practices.

• Drive consistent partner QBRs, tracking progress on revenue, deal quality, and customer outcomes.

• Collaborate with Enablement, Sales, and Customer Success teams to ensure partners deliver seamless onboarding and measurable customer success.

3. Co-Sell & GTM Execution

• Partner closely with regional Sales teams to build a partner-led GTM motion.

• Establish repeatable co-sell and referral processes to drive pipeline growth.

• Support partners in building packaged service offerings or verticalized solutions around Fin

• Ensure visibility into partner-sourced opportunities through CRM and PRM systems.

4. Leadership & Cross-Functional Alignment

• Act as the primary point of contact for Solution Partners across EMEA.

• Collaborate with Partner Marketing to run joint GTM campaigns and events that elevate partner visibility and drive pipeline.

• Align with regional Sales, Customer Success, and Enablement leaders to embed partners as an extension of Intercom’s GTM team.

• Advocate for partner needs internally, helping shape enablement content and operational processes.

What skills do I need?

• 8+ years of experience in Partnerships, Channel Sales, or Business Development, preferably in SaaS, CX, or enterprise software, and at least 4+ years experience managing teams

• Proven track record of building and scaling Solution Partner ecosystems across EMEA.

• Strong commercial acumen with experience driving partner-sourced pipeline and revenue.

• Comfortable leading partner enablement programs and managing co-sell motions with sales teams.

• Exceptional relationship builder, able to influence senior stakeholders internally and externally.

• Strategic and data-driven, with experience using Salesforce, PRM, and BI tools for pipeline tracking and performance management.

• Experience with AI, customer service, or CRM platforms a strong plus.

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

• Open vacation policy and flexible holidays so you can take time off when you need it

• 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.

Policies

Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

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.