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About the Role
Lead the largest and most complex customer deployments of the Fin platform, acting as a trusted advisor to ensure customers achieve value quickly and at scale. Guide customers on measuring their impact with AI, partnering with engineers for technical work while managing project strategy, timeline, and delivery.
Responsibilities
- Own end-to-end deployment programs for largest customers, ensuring successful and timely implementation.
- Act as the primary point of contact throughout the deployment process.
- Hold projects to scope, schedule, and budget aligned with customer goals.
- Keep GTM partners current on project state.
- Lead discovery sessions to understand complex customer requirements and translate them into actionable plans.
- Perform hands-on configuration of the Fin platform, including automation, workflows, and analytics.
- Orchestrate technical readiness across data migrations, integrations, and security protocols.
- Partner with Forward Deployed Engineers to solve complex technical hurdles.
- Coordinate technical readiness activities, including integrations, data migrations, and security reviews.
- Manage projects with operational precision, including risk logs, reporting cadence, escalation paths, and documented decisions.
- Surface risks early for mitigation.
- Partner with Sales, Customer Success, Product, and R&D to shape deployment strategy and provide field feedback for the roadmap.
- Contribute to the evolution of Deployment Services methodology, templates, and best practices.
- Apply AI tooling to delivery work to compress discovery, documentation, and asset creation.
- Share effective AI tooling applications with the team.
Requirements
- 5+ years of experience in customer-facing implementation, deployment, or professional services roles.
- Experience within SaaS or AI technology companies is ideal.
- Proven track record of delivering large, complex, multi-stakeholder projects on time and on budget with low escalation rates.
- Hands-on technical capability to configure platforms.
- Fluency in APIs, data flows, and integration patterns.
- Exceptional communication and relationship-building skills.
- Ability to influence both executives and technical stakeholders.
- Strong judgment under ambiguity; ability to prioritize, decide, and move forward when requirements are not fully formed.
- Resilience in a fast-paced, changing environment.
- Daily use of AI tooling in workflow (discovery synthesis, documentation, customer assets) and ability to demonstrate impact on delivery pace.
Skills
- Project Management
- Technical Configuration
- AI
- Customer Support
- SaaS
- APIs
- Data Flows
- Integration Patterns
- Communication
- Relationship Building
- Influencing
- Judgment
- Prioritization
- Problem Solving
- AI Tooling
- Intercom Helpdesk
- Zendesk
- Salesforce
- CX Platforms
Location
- Remote
- Hybrid
Work Type
- Hybrid
Experience Level
- Senior
Benefits
- Health and wellbeing programs
- Family support programs
- Time away from work programs
- Financial future support programs
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.
- Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration.
- Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world.
- Nearly 30,000 global businesses use our products.
- Driven by core values: push boundaries, build with speed and intensity, and relentlessly deliver incredible value to 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.