Salesforce
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 strives to be smart, humble, hardworking and collaborative as we help customers adopt and gain value from Slack. Role Description
We are looking for a Slack Customer Success Manager to advise and guide customers, ensure successful onboarding and broad adoption of Slack, and help customers realize business value from our products and services. You will work with enterprise customers to understand their motivations, business drivers, strategic goals and desired outcomes, mentor them on how to use Slack, and lead cross-functional partnerships to differentiate their use of our platform in the market. Responsibilities
Advise and guide a wide variety of customers to launch Slack successfully, drive adoption, and continually realize business value. Serve as the trusted point of contact for Slack’s strategic key customers across the lifecycle; act as coach, project manager, consultant and product specialist. Empathize with the customer experience and prioritize actions to accelerate adoption, maturity and growth for large customers while delivering business value. Understand customer motivations and business goals; mentor customers on how to use Slack to improve communication, collaboration and productivity. Prioritize your portfolio to drive growth and retention; lead cross-functional partnerships to differentiate customers in the market. Maintain high levels of customer engagement and satisfaction, with a focus on loyalty. Craft joint customer success plans with agreed scope, goals, timelines, success metrics and plans to overcome barriers to advocacy, expansion or retention. Facilitate workshops on best practices, governance, operating model, adoption, champions network, platform maturity, and adoption techniques. Lead Executive Business Reviews with economic decision makers and Slack executives to share value realized and steer course corrections when needed. Contribute to the library of customer success assets and thought leadership. Minimum Requirements
You are passionate about the future of work and positively impacting the working lives of people in large organizations. Strong leadership, priority management, and high emotional intelligence for a demanding role. Excellent teammate with a track record of excelling in fast-paced environments and taking initiative. Relevant experience in customer-facing customer success, account management or strategic consulting; SaaS experience preferred. Program management strength with experience using joint sponsorship to execute against deadlines in a sophisticated organization. Ability to communicate with a broad range of partners from C-Suite to day-to-day users; build and maintain 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 opportunities is preferred. Additional Requirements
3+ years of experience with Slack as a workplace tool, as a product specialist, guide and advisor. Note
This role is office-flexible, with an expectation to be in office 3 days per week (San Francisco, New York, Indianapolis). Our Investment In You
World-class enablement and on-demand training. 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 leadership and fast ramp mentorship. Product bootcamp and leadership development programs. 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 and maintains a policy of non-discrimination with all employees and applicants for employment. We are committed to equality for all and to creating a workplace that is inclusive and free from discrimination. Know your rights: workplace discrimination is illegal. All decisions are based on merit, competence and qualifications.
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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 strives to be smart, humble, hardworking and collaborative as we help customers adopt and gain value from Slack. Role Description
We are looking for a Slack Customer Success Manager to advise and guide customers, ensure successful onboarding and broad adoption of Slack, and help customers realize business value from our products and services. You will work with enterprise customers to understand their motivations, business drivers, strategic goals and desired outcomes, mentor them on how to use Slack, and lead cross-functional partnerships to differentiate their use of our platform in the market. Responsibilities
Advise and guide a wide variety of customers to launch Slack successfully, drive adoption, and continually realize business value. Serve as the trusted point of contact for Slack’s strategic key customers across the lifecycle; act as coach, project manager, consultant and product specialist. Empathize with the customer experience and prioritize actions to accelerate adoption, maturity and growth for large customers while delivering business value. Understand customer motivations and business goals; mentor customers on how to use Slack to improve communication, collaboration and productivity. Prioritize your portfolio to drive growth and retention; lead cross-functional partnerships to differentiate customers in the market. Maintain high levels of customer engagement and satisfaction, with a focus on loyalty. Craft joint customer success plans with agreed scope, goals, timelines, success metrics and plans to overcome barriers to advocacy, expansion or retention. Facilitate workshops on best practices, governance, operating model, adoption, champions network, platform maturity, and adoption techniques. Lead Executive Business Reviews with economic decision makers and Slack executives to share value realized and steer course corrections when needed. Contribute to the library of customer success assets and thought leadership. Minimum Requirements
You are passionate about the future of work and positively impacting the working lives of people in large organizations. Strong leadership, priority management, and high emotional intelligence for a demanding role. Excellent teammate with a track record of excelling in fast-paced environments and taking initiative. Relevant experience in customer-facing customer success, account management or strategic consulting; SaaS experience preferred. Program management strength with experience using joint sponsorship to execute against deadlines in a sophisticated organization. Ability to communicate with a broad range of partners from C-Suite to day-to-day users; build and maintain 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 opportunities is preferred. Additional Requirements
3+ years of experience with Slack as a workplace tool, as a product specialist, guide and advisor. Note
This role is office-flexible, with an expectation to be in office 3 days per week (San Francisco, New York, Indianapolis). Our Investment In You
World-class enablement and on-demand training. 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 leadership and fast ramp mentorship. Product bootcamp and leadership development programs. 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 and maintains a policy of non-discrimination with all employees and applicants for employment. We are committed to equality for all and to creating a workplace that is inclusive and free from discrimination. Know your rights: workplace discrimination is illegal. All decisions are based on merit, competence and qualifications.
#J-18808-Ljbffr