Senior Partner Services Manager

Intercom; Chicago (IL); Hybrid; USD 139,000 - 166,000; Full time

Benefits offered by this job

RSUs

Hybrid work policy

Job summary

Fin, now part of Salesforce, is building AI-driven customer experiences with Fin’s autonomous agent. As a Partner Services Manager, you’ll lead partner-delivered services, onboard partners, translate objectives into deployment plans, and drive AI-first service strategies to exceed KPIs.

You will collaborate with Deployment Services, Sales, and Customer Success to deliver value to clients while embracing Fin values and a hybrid work model in a dynamic team.

Qualifications

• 6+ years of work experience, with 4+ years in an Implementation Manager role.
• Technical fluency with SaaS and AI concepts to discuss with partner teams.
• Positive, engaging, curious and eager to learn and improve.
• Ability to translate complex topics for customers and partners.
• Capability to explain topics simply and train others.
• Strong rapport-building with customers and consultants via video calls.
• Adaptability to evolving processes and solutions.
• Demonstrates Fin values in everyday work.
• Experience with AI Agents or large language models is a plus.

Responsibilities

• Own partner-delivered services projects and ensure a good partner experience.
• Onboard and certify new Service Delivery Partners on Fin's product and delivery standards.
• Help translate customer objectives into deployment plan items.
• Enable partners to drive AI-first customer service strategies and product adoption.
• Collaborate with Partners to exceed portfolio KPIs such as CSAT and outcomes.
• Manage escalation and risk communications for at-risk projects.
• Improve the overall efficiency of Deployment Services partner operations.
• Partner with Sales, Customer Success, and other teams to optimize client experiences.

Skills

6+ yrs exp

Technical Fluency

Positivity

Curiosity

Training

Rapport Building

Adaptability

Fin Values

AI Agents

Tools

RESTful API Integrations

Job description

Fin, now part of Salesforce, is 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 the company help desk, giving modern support teams one single system.

Together with Salesforce, the #1 AI CRM, where humans with agents drive customer success, we're building the future of customer experience. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword, it's a way of life. The world of work as we know it is changing, and we're looking for Trailblazers who are passionate about bettering business and the world through AI.

Ready to level up your career at the company leading workforce transformation in the agentic era? You're in the right place. Agentforce is the future of AI, and you are the future of Salesforce.

What's the opportunity?

Implementation is an activity every Fin customer experiences, whether purchasing Fin for the first time, expanding Fin use to a new team, or adopting new features! As a Partner Services Manager at Fin, you’ll share ownership of this crucial process alongside our Service Delivery Partners. Your primary responsibility is ensuring customers implement Fin’s suite of AI tools to solve their most complex problems and ultimately drive incredible value for their business.

Partner Services Managers have an outsized impact on the company. If you want to help make business personal for our customers and you want to work with an ever growing and changing team, you’re in the right place!

What will I be doing?

• You will act as the Fin owner of partner-delivered services projects and the liaison who ensures that Services Delivery Partners have a good experience working with Fin

• You will onboard and certify new Service Delivery Partners on Fin's product, methodology, and delivery standards, and continually uplevel existing partners as our product and best practices evolve

• You will enable partners to facilitate discovery of complex customer objectives and requirements and help translate them to items included in our deployment plans

• You will enable partners to execute tailored AI-first customer service strategies based on customer goals and drive product adoption of our AI features

• You will work closely with our Partners to help drive success by exceeding portfolio KPIs (Partner CSAT, Fin Outcomes, Escalation Rate, and Project Management Compliance)

• You will own escalation and risk communication for at‑risk projects — driving intervention and solutions while keeping Deployment Services and Sales leadership informed of status and path to resolution

• You will drive the overall efficiency of our Services Delivery Partner operations

• You will partner with the rest of the Deployment Services team, the Sales team, and the Customer Success team to deliver the best possible experience for new clients

• You’ll collaborate with our Customer Support and R&D teams to help coordinate resolution of issues, potential defects, and provide detailed product feedback around feature enhancements

• You will drive a Quarterly Business Review with each service partner to ensure we are tracking towards stated goals

What skills do I need?

• 6+ years of work experience, with 4+ year(s) in an Implementation Manager role

• Technical Fluency: comfortable with core SaaS and AI concepts (APIs, integrations, LLM basics, automation logic) — enough to speak credibly with technical partner teams

• Positivity and Engagement: A genuine interest in the work you do and a positive attitude!

• Curiosity: a passion for learning, for technology, and for solving problems

• Training: the ability to make complex topics simple to understand

• Rapport Building: comfortable working with customers and consultants via video calls

• Adaptability: change is constant and the Deployment Services Team values experimentation to find the best processes and solutions

• Demonstrate the Fin Values: Customer Obsessed, Success First, Incredibly High Standards, Open Mindedness, Resilience, Impatience, Positive and Optimistic

Bonus skills & attributes

• Experience training on SaaS products or specifically, experience with 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

*Proof of eligibility to work in the United States is required.

The base salary range for candidates within the Greater Chicago Area is $139,300-$166,400. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).

#LI-Hybrid

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. At Fin, we want to give people what they need to do the best work of their careers. Our benefits and programs are designed to support your health and wellbeing, your family, your time away from work, and your financial future. Offerings vary by location in line with local practices and requirements. Learn more about working at Fin and the benefits we offer at fin.ai/careers. 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.

Policies

Fin has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture at Fin. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views