Description

Slack is on a mission to make your working life simpler, more pleasant and more productive. We are looking for a Technical Success Architect to join our growing Customer Success organization and help expand our global Success Architect team.

Technical design and governance are essential to integrating Slack with identity, security, data, AI, and system-to-system workflows at scale. Success Architects act as trusted technical advisors for our existing customer base and our partners on the Success team, leveraging broad technical and deep product expertise to amplify and extend adoption of Slack at our largest customers. All of which serves to ensure customers can deploy Slack quickly and effectively as mission critical infrastructure for the Enterprise.

Architects educate customers about product features and automations, perform technical discovery & assessments to provide guidance on APIs and extensibility of Slack as a platform. They advise on practical applications of AI, and develop recommendations on architecture changes and integrations that drive adoption.

Success Architects reduce enterprise risk and accelerate time-to-value by ensuring Slack is designed correctly in complex environments. In an ever changing technical landscape, we are seeking someone who understands technical capabilities but can blend that with customer facing pedigree to help customers move from challenge to deployable solution at pace with Slack.

We are expanding our team to find someone who can both practically apply AI technologies to internal business problems, and theoretically guide our customers about the use of AI technologies that integrate with Slack.

This is an office-hybrid role available open to candidates in London or Dublin.

Do you want to work alongside some of the most hardworking and dynamic people in the industry? If so, Slack just might be the place for you.

What you will be doing

• Understanding customer challenges and priorities and leveraging your expertise to portray avenues forward to drive business value through Slack

• You facilitate customer-facing workshops and discovery - often with our customer’s technical team to understand technical use-cases, integration points and business outcomes

• You will develop deep understanding of the technical specs for each Slack feature release to support questions from technical customer resources, and to demonstrate key features and bleeding-edge use-cases to business stakeholders

• You are (or quickly become!) knowledgeable about how Slack integrates with other systems and apps, including:

  • identity management

  • eDiscovery

  • data loss prevention

  • Salesforce

  • other SaaS products and internal systems

• Partner with customers to achieve their business goals and outcomes by providing timely, proactive recommendations that will benefit customers’ ongoing usage of Slack

• Proactively engage with Slack Product and Technical Support Teams, to address product feature/technical hurdles

• Participate in issues and act as an advocate for customers during the triage and resolution of high severity cases, driving business reliability and customer satisfaction

• Achieve key performance metrics and goals

What you should bring

• 5+ years of experience as a solutions/sales engineer, technical consultant, customer success, or professional services team member, preferably in the SaaS or PaaS space

• Sound understanding of at least one object oriented programming language such as: Java, Javascript, Node.js, SQL, Python.

• Interest, Educational Background or Delivery Expertise in Generative AI technologies

• Hands-on proficiency with data exchanges and API's.

• Not required but extra points if you have prior experience in developing Slack applications

• You possess excellent written and verbal communications skills, with the ability to go a mile deep with technical customer resources or to describe the most basic capabilities to a business user.

• You have excellent presentation skills for presenting both business oriented solutions and sophisticated technical concepts.

• You have experience collaborating with the customer and resolving technical problems for them

• Track record of success delivering customer value by translating complex technical issues into tangible solutions at scale

• Bachelor's degree in a technical discipline or additional experience required