Slack Customer Success Manager

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About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Role Description

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. Are you looking to build something greater than yourself? Do you want to work alongside some of the most dynamic people in the industry? If so, Slack just might be the place for you.

Slack has a positive, diverse, and encouraging culture-we 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 Impact

• Empathize with every aspect of the customer experience, putting customers' needs first.

• Throughout the customer lifecycle, you will be responsible for accelerating adoption, maturity and growth across Slack's largest customers whilst ensuring each customer realises business value.

• You will work closely with our enterprise customers to understand the motivation, business drivers, strategic goals and desired business outcomes for your portfolio of customers.

• You will understand how they work, their business challenges and mentor customers on how to use Slack to communicate, collaborate and work more productively.

• Optimally prioritise your portfolio to deliver business outcomes, with an emphasis on both driving growth as well as securing retention.

• You will lead a cross-functional partnership across your named customer(s) and Slack and identify new ways our platform can differentiate them in the market.

• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.

• You will craft joint customer success plans that include agreed upon scope, goals, timelines, customers, success metrics and build plans to overcome barriers to customer advocacy, expansion and/or retention.

• Facilitate workshops with customers on best known practices, including sponsorship, governance, operating model, adoption, internal Champions network, platform maturity, and adoption techniques.

• Facilitate Executive Business Reviews with economic decision makers and Slack executive sponsors, where we share back value realised, celebrate shared successes, and course correct where vital.

• Contribute to the library of customer success assets (customer references, case studies) and thought leadership (methodology, point of view, white papers)

Minimum Requirements

• 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, committed priority management and high emotional intelligence.

• You are an excellent teammate who has a consistent 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.

• Consider program management a strength and have experience using joint sponsorship to execute against deadlines within a sophisticated organization

• You have a passion for building trust and communicating with a broad range of partners: C-Suite, senior executives, business owners, Slack administrators, developers, and day-to-day users of the software

• Ability to cultivate and own VP+ executive sponsor relationships

• Diplomacy, tact, and poise under pressure when working through customer issues.

• Experience in an enterprise solution sales environment and ability to partner with Account Executives in their development and closure of sales opportunities is preferred

Additional Requirement

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

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

Have you heard of our 1:1:1 model, focused on giving back to the community? The success in giving back has helped us and our Trailblazer community become a leader in philanthropy, culture, and innovation. We are one of the World's Most Innovative Companies, according to Forbes, we are #1 in PEOPLE's Top 15 Companies that Care, and are on Fortune's Change the World list. Values create value. Our values helped drive our revenue number to $13.28 billion dollars in fiscal years in 2019.

We have a public-facing website that explains our various benefits for:

• Health benefits

• Financial benefits and perks

• Time off and leave policies

• Parental benefits

• Perks and discounts

Visit salesforcebenefits.com for the full breakdown.

Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what's possible - for yourself, for AI, and the world.

Accommodations

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.