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About the Role
Shape how Fin is brought to life for customers before a contract is signed by working with customers and Sales to define the right deployment approach for fast launches and quick value realization.
Responsibilities
- Turn ambiguity into clarity by leading services scoping with customers to understand their support operations, goals, and constraints, and defining a clear deployment path.
- Own the pre-sales story by partnering with Sales to position services, shape deals, and instill customer confidence in value realization.
- Translate business and technical requirements into clear Statements of Work (SOWs), including scope, assumptions, exclusions, timelines, dependencies, and customer responsibilities.
- Design AI-powered solutions that help customers rethink their customer experience using AI.
- Assess complexity and guide the right approach by evaluating deals across dimensions like workspace and workflow design, Fin readiness, migration complexity, and integrations, then translating them into clear SOWs.
- Act as a bridge connecting customer needs with Product, Engineering, and Customer Success to ensure alignment between sales and delivery.
- Improve the system by contributing to process improvements, tooling, and scalable ways of working across pre-sales and deployment services.
Requirements
- 3–5 years in consulting, pre-sales, solutions, or customer success.
- 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.
- AI-curious and hands-on approach to understanding how AI changes workflows.
- Willingness to challenge customers and internal teams when necessary.
Skills
- Engaging technical teams and senior executives
- Commercial acumen
- Stakeholder management
- Negotiation
- Communication
- SaaS + AI automation
- Integrations
- Change management
- AI curiosity
- Hands-on AI experimentation
Location
- Hybrid
Work Type
- Hybrid
- Full-time
Experience Level
- Senior
Benefits
- Competitive salary and equity
- Lunch served every weekday
- Variety of snack foods and a fully stocked kitchen
- Regular compensation reviews
- Unlimited access to Claude Code and best-in-class AI tools
- Pension scheme & match up to 4%
- Life assurance
- Comprehensive health and dental insurance
- Flexible paid time off policy
- Paid maternity leave
- 6 weeks paternity leave
- Cycle-to-Work Scheme
- Secure bike storage
- MacBooks provided (Windows available when needed)
About the Company
- Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.
- Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce.
- Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration.
- Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams.
- Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support.
- Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers.
Equal Opportunity
- Fin values diversity and is committed to a policy of Equal Employment Opportunity.
- Fin 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.