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 San Francisco Bay Area is $154,800-$184,900. 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).
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