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About the Role
As a Partner Services Manager at Fin, you will share ownership of the implementation process with our Service Delivery Partners, ensuring customers successfully implement Fin's AI tools to solve complex problems and drive business value.
Responsibilities
- Act as the Fin owner of partner-delivered services projects and liaison for Services Delivery Partners.
- Onboard and certify new Service Delivery Partners on Fin's product, methodology, and delivery standards.
- Continually uplevel existing partners as product and best practices evolve.
- Enable partners to facilitate discovery of complex customer objectives and requirements, translating them into deployment plans.
- Enable partners to execute tailored AI-first customer service strategies and drive product adoption of AI features.
- Work closely with Partners to drive success by exceeding portfolio KPIs (Partner CSAT, Fin Outcomes, Escalation Rate, and Project Management Compliance).
- Own escalation and risk communication for at-risk projects, driving intervention and solutions.
- Keep Deployment Services and Sales leadership informed of status and path to resolution for escalated projects.
- Drive the overall efficiency of Services Delivery Partner operations.
- Partner with Deployment Services, Sales, and Customer Success teams to deliver the best client experience.
- Collaborate with Customer Support and R&D teams to coordinate issue resolution and provide product feedback.
- Drive Quarterly Business Reviews with each service partner to track progress towards goals.
Requirements
- 6+ years of work experience.
- 4+ years in an Implementation Manager role.
- Technical Fluency: comfortable with core SaaS and AI concepts (APIs, integrations, LLM basics, automation logic).
- Demonstrate the Fin Values: Customer Obsessed, Success First, Incredibly High Standards, Open Mindedness, Resilience, Impatience, Positive and Optimistic.
- Proof of eligibility to work in the United States is required.
Skills
- Technical Fluency
- Positivity and Engagement
- Curiosity
- Training
- Rapport Building
- Adaptability
- Experience training on SaaS products or Fin
- Experience with AI Agents and / or Large Language Models
- Past experience managing projects delivered by Consulting Firms
- Past experience in Customer Success, Support, Sales Engineering, Consulting
- Great examples of self-started projects with measurable success
- Experience with RESTful API Integrations
Location
- San Francisco Bay Area
Work Type
- Hybrid
Experience Level
- 6+ years of work experience
- 4+ years in an Implementation Manager role
Salary/Compensations
- $154,800-$184,900
Benefits
- Eligible for corporate bonus program or sales incentive.
- Eligible for stock in the form of Restricted Stock Units (RSUs).
- Benefits and resources support balance and wellbeing.
- AI agents accelerate impact.
- Benefits and programs designed to support health and wellbeing, family, time away from work, and financial future.
About the Company
- Fin, now part of Salesforce, is on a mission to help businesses provide perfect customer experiences.
- Fin's AI Agent is the highest-performing AI Customer Agent on the market.
- Fin enables businesses to deliver impeccable, always-on customer support across the customer journey.
- Fin resolves complex customer issues end-to-end across every channel with minimal set-up and integration.
- Fin can be combined with natively integrated Intercom help desk.
- Salesforce is the #1 AI CRM where humans with agents drive customer success.
- Salesforce is leading workforce transformation in the agentic era.
- Agentforce is the future of AI.
Equal Opportunity
- Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment.
- Salesforce believes in equality for all and aims to create an inclusive workplace free from discrimination.
- Workplace discrimination is illegal.
- Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law.
- This policy applies to current and prospective employees, including recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination.
- Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit.
- Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.