Job Description

Overview

Slack (a Salesforce Company) is on a mission to make your working life simpler, more pleasant and more productive. Culture is the North Star that guides how we work together and with our customers. Slack has a positive, diverse, and encouraging culturewe look for people who are curious, innovative, and work to be a little better every single day. In our work together we aim to be smart, humble, hardworking and, above all, collaborative.

What We Do

• Our Customer Success team advises and guides a wide variety of customers, ensuring they launch Slack successfully, adopt it widely and continuously gain business value from our products and services.
• We serve as the trusted point of contact for Slack's strategic key customers across the customer lifecycle. Part coach, project manager, consultant and product specialist, our Slack Success Managers work closely with customers to discover their business needs and challenges and then mentor them on the best ways to use Slack to tackle them.

Your Role

Role focus: Contribute to customer success for Slacks largest customers by accelerating adoption, maturity and growth, driving retention and business value throughout the customer lifecycle. Lead cross-functional partnerships and mentor customers on using Slack to meet their strategic goals.

Responsibilities

• Empathize with every aspect of the customer experience, putting customers' needs first.
• Accelerate adoption, maturity and growth across Slack's largest customers while ensuring each customer realises business value.
• Work with enterprise customers to understand their motivation, business drivers, strategic goals and desired outcomes.
• Understand customer work processes and mentor on how to use Slack to communicate, collaborate and be more productive.
• Prioritize your portfolio to deliver business outcomes, focusing on growth and retention.
• Lead cross-functional partnerships across named customers and Slack to identify new ways the platform can differentiate them in the market.
• Maintain high levels of customer engagement and satisfaction, focusing on loyalty.
• Craft joint customer success plans with scope, goals, timelines, success metrics and build plans to overcome barriers to advocacy, expansion and retention.
• Facilitate workshops on best practices (sponsorship, governance, operating model, adoption, Champions network, platform maturity).
• Facilitate Executive Business Reviews with economic decision makers and Slack sponsors, sharing value realized and course-correcting as needed.
• Contribute to the library of customer success assets and thought leadership.

Qualifications

• You are passionate about the future of work and positively impacting the working lives of people in large organizations.
• This is a demanding role that requires strong leadership, priority management and high emotional intelligence.
• You are an excellent teammate with a track record of excelling in fast-paced environments and taking initiative.
• Relevant work experience in customer-facing customer success, account management or strategic consulting roles. SaaS experience preferred.
• Experience in program management and using joint sponsorship to meet deadlines within a sophisticated organization.
• You can build trust and communicate with a broad range of partners: C-Suite, senior executives, business owners, Slack admins, developers, and daily users.
• Ability to cultivate and own VP+ executive sponsor relationships.
• Diplomacy, tact, and poise under pressure when addressing customer issues.
• Experience in an enterprise solution sales environment and ability to partner with Account Executives in development and closure of sales opportunities is preferred.

Additional Requirements

• 3+ years of experience with Slack as a workplace tool, as a product specialist, guide and advisor.

Location & Travel

Note: This role is office-flexible, and the expectation is to be in office 3 days per week (San Francisco, New York, Indianapolis).

Our Investment In You

• World-class enablement and on-demand training check out trailhead.com for a sneak peek.
• Exposure to executive thought leaders with a passion for living our values.
• Clear path to promotion with accelerated leadership development programs.
• Weekly 1:1 coaching with your leadership.
• Fast Ramp mentorship program.
• Week-long product bootcamp.
• Sandler Sales Training.

Volunteer Opportunities

We practice a 1:1:1 model focused on giving back to the community. Our approach supports our Trailblazer community and our reputation for philanthropy, culture, and innovation. We are recognized among the Worlds Most Innovative Companies and other accolades. Benefits details are available through Salesforce resources.

Visit salesforcebenefits.com for the full breakdown.

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via the Accommodations Request Form.

Posting Statement

Salesforce is an equal opportunity employer. We believe in equality and inclusion, and we assess employees and applicants on merit, competence and qualifications without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or other classifications protected by law. Details on compensation and benefits vary by location.

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