Description

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 Guides work with customers through targeted-strategic engagements, to discover their business needs and challenges and then mentor them on the best ways to use Slack to solve them.

Our goal is to deliver best practices and adoption guidance to customers and foster customer loyalty through high-quality interactions with a focus on training and education to drive production adoption and customer health.

What you will do

• Educate customers on features and functionality through 1:1 engagements, providing actionable recommendations to increase product adoption and customer health.
• Work closely with Slack customers to understand the motivation, business drivers, strategic goals and desired business outcomes for your portfolio of customers.
• Collaborate with key business and technical stakeholders across customer organizations to drive product adoption and customer transformation.
• Analyze qualitative and quantitative customer data to produce insights and create a clear POV that will improve the health of the customer, mitigate risk and increase adoption and consumption.
• Build positive relationships with both internal and external stakeholders to drive faster time to value for our customers.
• Facilitate workshops with customers on best known practices, including sponsorship, governance, operating model, adoption, internal Champions network, platform maturity, and adoption techniques.
• Contribute to the library of customer success assets (customer references, case studies) and thought leadership (methodology, point of view, white papers)
• Transform customers in passionate advocates who excel in our solutions and champion the Slack brand.

What you should have

• 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.
• 6+ years 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 complex organizations.
• 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 Slack users.
• You display diplomacy, tact and poise under pressure when working through customer issues.
• Experience in an enterprise solutions sales environment and ability to partner with Account Executives in their development and closure of sales opportunities is preferred
• Proficiency in English and Spanish