The opportunity
Fin , now part of Salesforce, is on a mission to help businesses provide perfect customer experiences.
What you'll do
Own the health, success strategy, and retention of a portfolio of strategic: enterprise customers, partnering closely with Account Management on renewal plans.
Build relationships across executive sponsors, operational leaders, technical: teams, and frontline users. Develop multi-threaded stakeholder maps and ensure alignment across decision-makers and teams.
Lead executive conversations, strategic planning, QBRs/EBRs, and success-plan: reviews that connect Fin’s roadmap and performance to customers’ business priorities.
Drive measurable value realization by tying Fin’s outcomes to customer goals: such as cost savings, team capacity, customer experience, and service quality. Make progress and ROI clear to executive sponsors.
Develop and prioritize customer-specific AI and automation roadmaps, aligning: business objectives, operational readiness, technical dependencies, and measurable milestones.
Guide complex enterprise implementations and adoption programs, including: requirements gathering, process mapping, and documentation of workflows across teams, systems, or regions.
What they're looking for
- Partner with Solutions Engineering, Product, Support, and other internal: teams to translate customer requirements into effective Fin solution designs. Advise on configuration, knowledge strategy, integrations, and prompt design.
- Monitor leading indicators such as Fin resolution rate, involvement, CSAT,: adoption breadth, and stakeholder engagement. Identify risks early and lead mitigation plans that protect customer outcomes and renewals.
- Analyze usage and performance data to identify optimization opportunities,: close resolution gaps, and uncover expansion use cases.
- Maintain deep knowledge of Fin’s evolving capabilities and the AI-agent: market, using that expertise to advise customers and position solutions against alternatives.
