Principal, Analyst Relations at Intercom

Chicago, Illinois, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Software, AIIndustries

Requirements

AI fluency: Deep curiosity of AI, machine learning, and their application in customer experience
Proven analyst relations experience: 8 years of experience in analyst relations, preferably in the customer experience or AI/ML space
Strong communication and interpersonal skills: Ability to educate analysts, build relationships, and collaborate with cross-functional teams
Technical expertise: Familiarity with AI, machine learning, and customer experience concepts
Ability to think strategically: Understand the business implications of AI in customer experience and develop compelling narratives
Strong analytical and problem-solving skills: Ability to analyze analyst feedback, competitive intelligence, and market trends
Experience with data-driven storytelling: Ability to translate technical information into actionable insights and narratives
Strong presentation and communication skills: Ability to present complex technical information to non-technical stakeholders

Responsibilities

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
Establishing the function: Develop and execute Fin’s analyst relations strategy, with a focus on AI-first conversations and reports that matter most to enterprise buyers
Driving recognition: Lead Fin’s 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 Fin’s AI differentiation
Delivering insights: Translate analyst feedback and competitive intelligence into actionable inputs for Fin’s product roadmap and GTM strategy
Measuring impact: Track and report on Fin’s analyst footprint, including report placements, mentions, analyst sentiment, and influence on pipeline

Skills

Analyst Relations

Gartner

Forrester

IDC

Customer Service

Communication

Strategic Thinking

Intercom

Customer communication platform for businesses

About Intercom

Intercom provides a customer communication platform that enables businesses to connect with their customers through personalized messaging and automation. The platform includes tools for live chat, email marketing, and customer support, allowing companies to manage interactions in one place. Intercom operates on a subscription model, offering various pricing tiers based on the features and scale needed by clients, which range from small startups to large enterprises across different industries. What sets Intercom apart from its competitors is its integration of multiple communication tools and analytics features, which help businesses assess the effectiveness of their customer engagement strategies. The main goal of Intercom is to enhance customer experience by facilitating better communication between businesses and their customers.

San Francisco, CaliforniaHeadquarters

2011Year Founded

$234.2MTotal Funding

SERIES_DCompany Stage

Consumer Software, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

We reward our people - All full-time Intercom employees are offered a rewards program that includes competitive base salary, bonus, equity, and benefits.

We love to learn - There are so many opportunities here to learn and build a career. We support employees' growth by offering a wide range of continuing education options, including core skills, management training, and guided learning.

We take employee wellbeing seriously - We offer comprehensive healthcare coverage, including medical, dental, and vision, as well as employee assistance programs and mental health resources. We also offer flexible time off, significant paid family leave, and more.

The world has changed. So has the way we work - The majority of our employees say they prefer a hybrid model of work—some in-office time, some WFH—so that's our current approach. No matter what, though, we're committed to listening to our team.

Risks

Emerging startups offer similar solutions at lower prices, threatening market share.

Major tech companies' AI advancements may outpace Intercom's offerings.

Stricter data privacy regulations could increase compliance costs for Intercom.

Differentiation

Intercom integrates live chat, email marketing, and support into a single platform.

The platform supports over 600 million monthly active end users globally.

Intercom's analytics tools help businesses measure communication strategy effectiveness.

Upsides

Demand for AI-driven support solutions enhances Intercom's offerings.

Omnichannel communication trends align with Intercom's integrated messaging solutions.

E-commerce expansion drives demand for robust customer support systems like Intercom.

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