Senior Partner Services Manager

Fin, now part of Salesforce, is on a mission to help businesses provide perfect customer experiences.

As a Senior Partner Services Manager at Fin, you'll share ownership of the implementation process alongside our Service Delivery Partners, ensuring customers implement Fin's suite of AI tools to solve their most complex problems and drive value for their business.

Responsibilities

• Act as the Fin owner of partner-delivered services projects and liaison to ensure Services Delivery Partners have a good experience working with Fin
• Onboard and certify new Service Delivery Partners on Fin's product, methodology, and delivery standards
• Enable partners to facilitate discovery of complex customer objectives and requirements
• Enable partners to execute tailored AI-first customer service strategies based on customer goals
• Work closely with Partners to drive success by exceeding portfolio KPIs
• Own escalation and risk communication for at-risk projects
• Drive the overall efficiency of our Services Delivery Partner operations
• Collaborate with the Deployment Services team, Sales team, and Customer Success team to deliver the best possible experience for new clients
• Drive a Quarterly Business Review with each service partner

Requirements

• 6+ years of work experience, with 4+ years in an Implementation Manager role
• Technical fluency: comfortable with core SaaS and AI concepts
• Positivity and engagement: genuine interest in the work and a positive attitude
• Curiosity: passion for learning, technology, and problem-solving
• Training: ability to make complex topics simple to understand
• Rapport building: comfortable working with customers and consultants
• Adaptability: able to adapt to changing circumstances
• Demonstrate Fin Values: Customer Obsessed, Success First, Incredibly High Standards, Open Mindedness, Resilience, Impatience, Positive and Optimistic

Nice to Have

• Experience training on SaaS products or specifically 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