Principal, Analyst Relations
Principal, Analyst Relations
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$ 166900 - 199305
1 Vacancy
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 30000 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.
Whats the opportunity
As Analyst Relations Lead for Fin our AI Agent youll have the rare opportunity to define how the worlds most influential analysts and advisors understand the AI Agent for customer service category. This is not just about keeping up with the conversation its about leading it.
Youll be the founding member of our Analyst Relations program and responsible for shaping how Gartner Forrester IDC and others view Fins breakthrough AI capabilities. Your role is as much about educating analysts on AI in customer experience as it is about absorbing their perspective. We expect you to bring confidence fluency and conviction in explaining how AI agents transform customer experience not in abstract terms but with clarity authority and evidence.
Success means ensuring Fin is consistently seen as the category-defining leader: the partner of choice for enterprises reimagining customer experience with AI. Your work will directly influence analyst reports amplify Fins role in market narratives and deliver insights that guide our Enterprise strategy.
This is a career-defining opportunity to shape a new category at the very moment its being created.
What will I be doing
In this role you will build and lead Fins analyst relations program ensuring we are recognized as the leader in AI Agents. Key responsibilities include:
- Educating analysts on AI: Proactively either directly or with cross-functional partners explain how Fin is transforming customer experience using real-world examples technical depth and a visionary lens. Position Fin as the standard-bearer for enterprise-grade AI in customer service.
- Establishing the function: Develop and execute Fins analyst relations strategy with a focus on AI-first conversations and reports that matter most to enterprise buyers.
- Driving recognition: Lead Fins participation in key analyst evaluations (e.g. Gartner Magic Quadrants Forrester Waves) ensuring our AI strengths and customer impact are clearly and compellingly represented.
- Building relationships: Cultivate deep ongoing relationships with top-tier analysts becoming their trusted source for AI expertise and market perspective.
- Collaborating cross-functionally: Partner with Executives and leadership across Product Marketing Sales and Solutions to develop compelling submissions demos and narratives that highlight Fins AI differentiation.
- Delivering insights: Translate analyst feedback and competitive intelligence into actionable inputs for Fins product roadmap and GTM strategy.
- Measuring impact: Track and report on Fins analyst footprint including report placements mentions analyst sentiment and influence on pipeline.
What skills do I need
Were looking for someone with the following must-have skills and experience:
- AI fluency: Deep curiosity of AI machine learning and their application in customer experience. You will be responsible for educating analysts as much as you listen to them so intellectual curiosity technical comfort and the ability to understand and explain AI concepts with authority are essential.
- Proven analyst relations experience: 8 years in AR or related roles (product marketing communications strategy) with a track record of success in analyst evaluations and category shaping.
- Enterprise expertise: Understanding of enterprise software business models customer experience workflows and market dynamics.
- Storytelling & communication: Exceptional ability to craft narratives that blend product capabilities AI innovation and customer outcomes. Able to explain technical concepts to senior non-technical stakeholders.
- Strong relationships: Experience working with and influencing analysts at Gartner Forrester IDC or equivalent firms.
- Strategic autonomous leader: Skilled at proactively surfacing value to the business and independently managing complex programs submissions and cross-functional collaboration under tight deadlines.
Bonus skills & attributes
The following additional skills and experience would set you apart:
- Experience building or scaling a new function from the ground up.
- Background in AI conversational AI or customer experience technology.
- Hands-on familiarity with AI tools platforms or emerging research (able to demo or translate usage into business outcomes).
- Experience engaging directly with executive leadership or presenting at high-profile industry or analyst events.
Benefits
We are a well-treated bunch with awesome benefits! If theres something important to you thats 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!
*Proof of eligibility to work in the United States is required.
The base salary range for candidates within the Greater Chicago Area is $166900 - $199305. Actual base pay will depend on a variety of factors such as education skills experience location etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).
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.
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Required Experience:
IC
Employment Type
Full Time
