Partner Services Manager

Intercom · Dublin, Ireland; London, England

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 Intercom 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! The majority of these deployments are delivered through our ecosystem of certified Service Delivery Partners - and the quality of what partners deliver is a direct function of how well we enable them. As a Partner Services Manager at Fin, you'll own that enablement engine: designing and delivering high-quality webinars, building certification pathways, and curating self-led online learning using AI technology, so that every partner deploys Fin's suite of AI tools to the same incredibly high standard we hold ourselves to! 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 own the partner enablement programme end to end - curriculum, certification pathways, and a regular calendar of enablement moments that keep partners current with Fin's rapidly evolving AI product suite You will prepare and deliver high-quality webinars and live enablement sessions for partner audiences, covering new product releases, deployment methodology, and best practice drawn from real customer projects You will curate self-led online enablement at scale, using AI technology to create, personalise, and maintain learning content so partners can ramp, upskill, and re-certify in their own time You will own and run the partner certification programme on our learning platform, tracking completion, setting deadlines, and holding partners accountable to the certification bar You will onboard and ramp new Service Delivery Partners, including shadow engagements where Fin leads scoping and delivery while the partner observes, before they deliver independently You will act as the liaison who ensures Service Delivery Partners have a great experience working with Fin, and monitor the quality of partner-delivered projects against our deployment methodology - intervening with targeted enablement where delivery falls short of expectations You will drive a Quarterly Business Review with each service partner covering delivery quality, certification status, capacity, and pipeline, ensuring we are tracking towards stated goals 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, and feed partner insight and detailed product feedback back to our Customer Support and R&D teams What skills do I need? 6+ years of work experience, with 3+ years in enablement, training, or implementation/consulting roles Enablement craft: proven experience designing curricula, building certification programmes, and measuring learning outcomes Presentation: confident preparing and delivering polished webinars and live sessions to large external audiences AI fluency: hands-on use of AI tools to create, personalise, and maintain enablement content at scale Training: the ability to make complex topics simple to understand Rapport Building: comfortable working with partners, consultants, and customers 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 modern learning platforms (e.g. Sana, WorkRamp, Docebo) and AI-assisted content creation tooling Experience with AI Agents and / or Large Languag