What's The Opportunity?
It's an exciting time at Fin - especially within our Deployment Services team. We're helping some of the world's most innovative companies transform how they support their customers through AI-powered customer service. A growing proportion of that work is delivered through our certified partner network, and we need someone to make sure that delivery is world-class.
As a Partner-Facing AI Deployment Consultant, you'll be the technical backbone of our partner ecosystem - enabling partners to deliver high-quality Intercom and Fin deployments, resolving their technical escalations, and stepping in to lead customer engagements directly when needed. You'll be expected to be an expert on deploying Fin and related products as they are released and evolve - staying ahead of the curve so you can bring that knowledge to partners before they need it. You'll combine deep product expertise with a coaching mindset, ensuring our partners are equipped, supported, and held to the same standard we hold ourselves.
You'll work closely with our Partner Services team, internal Product and Engineering teams, and directly with partners and their customers. This is a perfect role for someone who thrives at the intersection of technical delivery, enablement, and quality assurance across a scaled delivery model.
What Will I Be Doing?
- Working closely with Partner Services Managers, you will act as the primary technical point of contact for certified delivery partners, helping them resolve deployment-related issues across Intercom's platform including Fin, Workflows, Procedures, Guidance, and integrations
- Manage technical partner escalations with internal Product and Engineering teams - triaging issues, providing context, and driving them to resolution so partner-led deployments stay on track
- Enable partners on new product features, technical updates, and deployment methodology changes through structured enablement sessions, documentation, and hands-on walkthroughs
- Shadow partner-led deployments to monitor delivery quality, provide real-time feedback, and ensure alignment with Intercom's product best practices and Deployment Services methodology
- Step in and lead customer deployments directly where a partner is unable to deliver or where delivery quality falls below the required standard - ensuring the customer experience is protected regardless of who is delivering
- Perform hands-on configuration of Intercom features - including automation, workflows, reporting, and Fin - both as part of direct delivery and as a reference point for partner enablement
- Facilitate technical discovery sessions alongside partners for complex customer requirements, translating them into actionable deployment plans
- Coordinate technical readiness activities including integrations, data migrations, and security reviews in partnership with our Forward Deployed Engineers and partner teams
- Collaborate with Product and R&D teams to surface partner and customer feedback, identify product improvements, and help shape future innovations
- Track and report on partner delivery quality metrics, identifying patterns in escalations and using them to improve enablement content and partner certification standards
- Play a hands-on role in our partner certification program - assessing partner readiness, conducting technical evaluations, and ensuring partners meet the standard required to deliver Intercom deployments independently
- Build and maintain enablement content in our AI-first learning delivery platform, including deployment playbooks, technical walkthroughs, feature update modules, and certification materials that keep our partner network current as the product evolves
What Skills Do I Need?
- 6+ years of experience in customer-facing implementation, deployment, or professional services roles, ideally within SaaS or AI technology companies
- Experience working with or through delivery partners, channel partners, or system integrators - either enabling them, managing their output, or both
- Proven success managing complex, multi-stakeholder projects where you are not always the one doing the hands-on work but are accountable for the outcome
- Strong technical aptitude - comfortable configuring software platforms and discussing integrations, APIs, and data flows at a level that earns credibility with both partners and internal engineering teams
- A coaching and enablement mindset - you get satisfaction from making others better, not just doing the work yourself. Experience building training or certification content is a plus
- Excellent communication and relationship-building skills, capable of giving direct feedback to partners while maintaining a productive working relationship
- Experience implementing or configuring platforms like Intercom, Zendesk, Salesforce, or similar customer experience tools is a plus
- Analytical mindset with strong problem-solving, prioritisation, and decision-making skills
- Adaptability and resilience - comfortable switching between enablement, escalation management, and direct delivery depending on what the situation requires
- Passion for technology, AI, and helping customers succeed - whether that's through your own work or through the partners you support
How Will I Be Measured
- Partner delivery quality - Are partner-led deployments meeting Intercom's methodology standards and achieving target automation rates?
- Escalation resolution - Are technical partner escalations being resolved quickly and effectively, keeping deployments on track?
- Enablement impact - Are partners demonstrating improved capability and independence as a result of your enablement and certification work?
- Certification throughput - Are new and existing partners progressing through the certification program and meeting the required technical standards?
- Customer satisfaction - Do customers on partner-delivered engagements receive the same quality of experience as those delivered directly by Intercom?
- Direct delivery readiness - When you step in to lead a deployment directly, are outcomes delivered on time and to the expected standard?