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?
As Analyst Relations Lead at Intercom, you’ll have the rare opportunity to build and scale our analyst relations program from the ground up. As the founding member of the AR team, this role is key to shaping how Intercom is perceived by industry analysts and influencers, driving recognition of our leadership in the AI agent and customer service space. Success means positioning Intercom as the go-to partner for AI business transformation related to customer service and experience.
Your work will secure placements in key analyst reports, influence market conversations, and deliver insights that shape our strategy. This is a career-defining opportunity to establish a high-impact function at a high-growth, market leading, innovative company, directly contributing to Intercom’s growth and reputation.
Now is the perfect time to join Intercom as we lead the creation of the AI agent category. You’ll play a pivotal role in building relationships with top analyst firms like Gartner and Forrester while amplifying our thought leadership. If you’re a strategic storyteller and natural relationship builder, this is your chance to make an impact.
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; California, Colorado, Florida, Illinois, Massachusetts, New York, North Carolina, Texas, and Washington.
What will I be doing?
In this role, you will build and lead Intercom’s analyst relations programme, helping the business become the recognised leader in our category. Key responsibilities include:
- Establishing the function: Develop and execute Intercom’s formal analyst relations strategy, identifying key analysts and platforms to prioritise.
- Building relationships: Proactively engage with top-tier analysts at Gartner, Forrester, IDC, and other relevant firms to educate them on Intercom’s unique value proposition and product innovation.
- Driving recognition: Manage and lead participation in key analyst reports, such as Gartner Magic Quadrants and Forrester Waves, ensuring Intercom is well-positioned in these evaluations.
- Collaborating cross-functionally: Partner with marketing, product, and leadership teams to craft compelling narratives, submissions, and presentations that resonate with analysts.
Your work will directly elevate Intercom’s market influence, foster meaningful analyst relationships, and ultimately ensure we stand out.
What skills do I need?
We’re looking for someone with the following must-have skills and experience:
- Proven experience: 8+ years in analyst relations or a related field, with a track record of building or scaling programmes, within the AI, SaaS or technology industry. Experience managing participation in evaluation processes with vendors such as Gartner and Forrester.
- Strong relationships: Deep, established connections with analysts at top-tier firms such as Gartner, Forrester, and IDC.
- SaaS expertise: Solid understanding of SaaS business models, customer support markets, and industry trends.
- Strategic communicator: Exceptional storytelling and presentation skills, with the ability to craft narratives that resonate with analysts and stakeholders alike.
- Collaborative mindset: A natural relationship builder who thrives in cross-functional teams and can navigate a fast-paced, innovative environment.
Bonus skills & attributes
The following additional skills and experience would set you apart:
- An entrepreneurial mindset with the ability to thrive in a start-up or scale-up environment.
- A background in conversational AI, customer support technology, or adjacent SaaS sectors.
- Experience presenting to executive leadership or managing high-profile industry events.
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 meaningful equity
- Comprehensive medical, dental, and vision coverage
- Regular compensation reviews - great work is rewarded!
- Flexible paid time off policy
- Paid Parental Leave Program
- 401k plan & match
- In-office bicycle storage
- Fun events for Intercomrades, friends, and family!
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 two 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.
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Top Skills
What We Do
Intercom is the next generation customer service platform, built for an AI-first world. Intercom is the only platform that combines an AI Bot + AI Help Desk + Proactive Support tools into one seamless platform.
Founded in 2011 and backed by leading venture capitalists, including Kleiner Perkins, Bessemer Venture Partners and Social Capital, Intercom is on a mission to make internet business personal.
Our products are great to sell, because they're loved by our customers. We received a “Top Rated” for Live Chat on Trustradius, and we’re a Top 50 product for Small Businesses on G2 - we think these awards speak for themselves.
Why Work With Us
We're a more established company that still feels like a start-up environment. We operate and innovate quickly. Employees have the opportunity to take big bets, make signficiant impact, and advance in their careers.
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