Senior Partner Services Manager
About this role
Professionals who thrive in dynamic environments and possess a strong blend of technical fluency and relationship-management skills will naturally gravitate toward this role. Operating within the Deployment Services team at Fin, now part of Salesforce, the person in this position will help businesses implement AI customer service tools by working closely with third-party Service Delivery Partners.
Day-to-day responsibilities involve onboarding and certifying new partners, managing partner-delivered implementation projects, and ensuring clients adopt AI features effectively. The team focuses on driving high-performing AI agent deployments that resolve complex customer issues across channels, making this position critical for scaling partner operations and maximizing customer value.
This role exists to bridge the gap between technical product capabilities and partner-delivered execution as the company expands its reach in the agentic AI market. Ideal candidates bring extensive implementation experience, a talent for simplifying complex technical topics, and the adaptability to handle constant change while driving portfolio key performance indicators.
What you will do
- Act as the primary Fin owner for partner-delivered services projects and serve as a liaison to ensure Service Delivery Partners have a seamless working experience.
- Onboard and certify new Service Delivery Partners on product methodology, delivery standards, and ongoing best practices.
- Enable partners to facilitate discovery of complex customer objectives and translate them into actionable deployment plans.
- Collaborate with partners to execute tailored AI-first customer service strategies that drive product adoption.
- Monitor portfolio KPIs including partner CSAT, outcomes, escalation rates, and project management compliance.
- Manage escalations and risk communication for at-risk projects while coordinating intervention and path to resolution.
- Drive Quarterly Business Reviews with each service partner to track progress toward stated goals.
What you need
- Have at least 6 years of overall professional work experience, including a minimum of 4 years in an Implementation Manager role.
- Demonstrate technical fluency with core SaaS and AI concepts such as APIs, integrations, and LLM basics.
- Possess strong training abilities to make complex technical topics simple and easy to understand for diverse audiences.
- Display solid rapport-building skills when working with customers and consultants via video calls.
- Exhibit high adaptability and comfort with constant change in a fast-paced deployment services environment.
- Provide proof of eligibility to work in the United States.
Nice to have
- Experience training on SaaS products or specifically 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, or Consulting
- Experience with RESTful API Integrations
Benefits
- Corporate bonus program or sales incentive
- Stock in the form of Restricted Stock Units
- Benefits and resources supporting health, wellbeing, and family
- Programs supporting time away from work and financial future
Skills and tech stack
Questions candidates ask
What is the remote work policy for this job?
Fin has a hybrid working policy. Employees are expected to be in the office at least three days per week to stay connected and collaborate.
What is the salary range for this role?
The base salary range for candidates within the San Francisco Bay Area is $154,800 to $184,900. Actual base pay depends on a variety of factors such as education, skills, experience, and location.
What technical background is required?
Candidates need technical fluency with core SaaS and AI concepts, including APIs, integrations, and LLM basics. This level of knowledge is required to speak credibly with technical partner teams.
What additional compensation might be available?
Regular employees may be eligible for the corporate bonus program or a sales incentive, along with stock in the form of Restricted Stock Units.