Senior Partner Services Manager

Intercom
San Francisco, Chicago
Workplace: HybridFull timeUSD 139,300 - 166,400 annuallyFunction: Solutions Engineering & Sales EngineeringExperience: 6+ yearsSkills: ["Positivity","Curiosity","Problem-solving","Training","Rapport building"]

Own the implementation process for Fin’s AI tools delivered by service partners, partnering with Sales and Customer Success to drive adoption and measurable outcomes. Onboard and certify new delivery partners, translate complex customer objectives into deployment plans, and enable tailored AI-first service strategies. Manage escalations and project risk communications, coordinate issue resolution with Customer Support and R&D, and run quarterly business reviews to hit portfolio KPIs.

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FursaFursa
Intercom
Intercom
16 hours ago

Senior Partner Services Manager

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Last checked: 11 hours agoStatus: Live

Job Summary

Own the implementation process for Fin’s AI tools delivered by service partners, partnering with Sales and Customer Success to drive adoption and measurable outcomes. Onboard and certify new delivery partners, translate complex customer objectives into deployment plans, and enable tailored AI-first service strategies. Manage escalations and project risk communications, coordinate issue resolution with Customer Support and R&D, and run quarterly business reviews to hit portfolio KPIs.
Location: San Francisco, Chicago
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Act as Fin owner for partner-delivered services projects and serve as liaison to ensure Service Delivery Partners have a good experience working with Fin.
  • •Onboard and certify new Service Delivery Partners and continually uplevel existing partners as product and delivery standards evolve.
  • •Enable partners to facilitate discovery of complex customer objectives and translate them into items included in deployment plans.
  • •Enable partners to execute tailored AI-first customer service strategies, drive product adoption, and exceed portfolio KPIs.
  • •Own escalation and risk communication for at-risk projects, coordinate with Customer Support and R&D on issue resolution and product feedback, and run quarterly business reviews with each service partner.

Pay and Benefits

Salary: USD 139,300 - 166,400 annually
Equity and Bonus:Equity

Key Requirements

  • •6+ years of work experience, including 4+ years in an Implementation Manager role.
  • •Comfort speaking credibly with technical partner teams using SaaS and AI concepts (APIs, integrations, LLM basics, automation logic).
  • •Ability to onboard and certify Service Delivery Partners on product, methodology, and delivery standards, and continually uplevel them as product evolves.
  • •Experience driving partner success against KPIs such as Partner CSAT, Fin Outcomes, Escalation Rate, and Project Management Compliance.
  • •Training and rapport-building skills to make complex topics simple and collaborate with customers and consultants via video calls.
Experience:6+ yearsSaaSAICustomer successConsulting
Skills:PositivityCuriosityProblem-solvingTrainingRapport building
Languages:English
Tech Stack:APIsIntegrationsLLM basicsAutomation logicRESTful APIsAI models

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Intercom
Provides a customer messaging platform combining chat, bots, and product tours to help businesses convert, engage, and support customers across their lifecycle. Integrates with CRM and workflow tools for personalized in-app and email communication.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series D
Headquarters: San Francisco, United States
Founded: 2011
WebsiteLinkedIn