# Pre-Sales Senior Engagement Manager

**Company:** [Intercom](https://hotfix.jobs/companies/intercom)
**Location:** Chicago, IL
**Role:** Sales Engineering
**Salary:** $134k – $160k/yr
**Experience:** 3+ years
**Skills:** SaaS, AI Automation, Integrations, Change Management, Sow Creation, Pre-Sales, Solutions Consulting, Stakeholder Management, Commercial Acumen, Negotiation
**Posted:** 2026-06-04

> Lead pre-sales services scoping and deployment design for AI customer agent solutions. Partner with Sales and customers to translate requirements into Statements of Work and ensure successful project delivery.

## Job Description

## What will I be doing?

- Turn ambiguity into clarity: Lead services scoping with customers (Director to C-level) to understand their support operations, goals, and constraints—and turn that into a clear deployment path forward
- Own the story in pre-sales: Partner closely with Sales to position services, shape deals, and give customers confidence in how they’ll get value from day one
- Scope what success looks like: Translate business and technical requirements into clear Statements of Work (SOWs)—including scope, assumptions, exclusions, timelines, dependencies, and customer responsibilities
- Design AI-powered solutions: Help customers rethink their customer experience using AI—not just replicate old workflows with new tools
- Assess complexity and guide the right approach: Evaluate deals across dimensions like workspace and workflow design, Fin readiness, migration complexity, and integrations - then translate them into clear Statement of Work (SOWs)
- Be the bridge: Connect customer needs with Product, Engineering, and Customer Success—making sure what we sell is what we can deliver (and vice versa)
- Improve the system: Contribute to process improvements, tooling, and scalable ways of working across pre-sales and deployment services

## What skills do I need?

- 3–5 years in consulting, pre-sales, solutions, or customer success - you’ve solved real customer problems before
- You’re great at engaging both technical teams and senior executives - seamlessly switching between deep technical detail and high-level business conversation
- 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 + AI automation, integrations, and change management best practices
- You’re AI-curious and hands-on - you don’t just talk about it, you try things and understand how it changes workflows
- You’re not afraid to challenge customers (and internal teams) when something doesn’t make sense

## How Success Is Measured

- Accelerate deal velocity: Reduce friction and eliminate ambiguity in how deployment services are scoped, ensuring customers understand the path to value faster
- Drive services attach and expansion: Help customers see the critical value of investing upfront to get their AI transformation right from day one
- Scope for delivery success: Build solutions that actually work in the real world—protecting delivery margins through accurate resourcing and clear expectations
- Deliver real-world adoption: Ensure your deployment designs lead to meaningful increases in automation, where customers see Fin working in production, not just on paper

## Benefits

- Competitive salary and meaningful equity
- Comprehensive medical, dental, and vision coverage
- Regular compensation reviews - great work is rewarded!
- Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated
- Flexible paid time off policy
- Paid Parental Leave Program
- 401k plan & match
- In-office bicycle storage
- Fun events for employees, friends, and family!

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