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Job description
About Us
Fin, now a part of Salesforce, is dedicated to revolutionizing customer service by delivering flawless AI-powered customer experiences. Our AI agent, Fin, stands as the market's highest-performing AI Customer Agent, enabling businesses to manage seamless, round-the-clock customer support across various channels including service, sales, and ecommerce. Integrated with Intercom's help desk, Fin offers a single unified platform for modern support teams. Together with Salesforce, the top AI CRM, we are shaping the future of customer engagement through innovation and trust.
Role Overview
Join our Research, Analytics & Data Science (RAD) team, a group of data scientists and product researchers leveraging big and small data to generate insights that enhance customer empathy, influence product strategy, and create meaningful value. In this Forward Deployed Data Scientist position, you'll work closely with strategic customers to build and implement enterprise-scale Fin deployments that transform customer support operations, collaborating with sales and product teams to ensure impactful AI-driven solutions. This role demands high ownership, adaptability in ambiguous scenarios, and a passion for converting data insights into tangible customer and product benefits.
Key Responsibilities
- Facilitate the adoption and scaling of Fin for customer support automation.
- Engage directly with strategic clients to analyze their support workflows and business challenges, pinpointing where AI can contribute measurable improvements.
- Guide customers towards best practices in AI implementation and performance measurement to maximize Fin's value.
- Collaborate with Sales, Success, and Product teams to ensure smooth deployments and channel feedback into product development.
- Develop AI prototypes and scalable data-driven tools that accelerate Fin adoption and increase customer impact.
Required Qualifications
- Demonstrated expertise applying data science in business environments to achieve measurable results.
- Strong team collaboration skills working with Sales, Success, Product, and Engineering.
- Ability to navigate between detailed technical analysis and strategic business perspectives.
- Clear and effective communication with technical and non-technical stakeholders.
- Experience in rapid prototyping and systems thinking to deliver both bespoke solutions and sustainable tools.
- Proficient in advanced SQL and production-quality Python coding, with applied knowledge of analytical and statistical methods to solve business problems.
- Familiarity with AI/ML evaluation, large language model-driven applications, or conversational AI technologies.
- Willingness to travel and work onsite with customers to establish strong relationships and gather insights.
Preferred Skills and Attributes
- Background in technical consulting, customer-facing analytics, or SaaS product data science.
- Skill in reframing posed problems to ensure the right questions are addressed.
- Experience utilizing AI to enhance the efficiency of data science workflows.
Additional Information
At Salesforce, we support a limitless approach to career growth and work-life balance with comprehensive benefits tailored to wellbeing, family, and financial security. Our hybrid working policy encourages three days in-office weekly to foster collaboration and culture, with flexibility for remote work. We maintain an inclusive, politically neutral culture focused on excellence and core values. Salesforce is an equal opportunity employer committed to fair treatment and non-discrimination for all employees and applicants irrespective of personal characteristics or beliefs.