Description
Senior Onboarding Specialists are the first technical partners for our newest Slack Premier and Signature customers. We help them hit the ground running by building a strong product foundation, achieving early wins, and setting the stage for long term success on Slack and the broader Salesforce platforms.
We act as trusted advisors during the onboarding phase, guiding customers through pre-implementation readiness and collaborating with internal teams to make the process smooth and straightforward. Your work will directly influence customer experience, setting the stage for long-term engagement and success. By delivering outstanding value in the initial stages of the customer’s journey, you will contribute to our customers’ success and reinforce Salesforce's reputation as an industry leader.
Your Impact
Welcome and Onboard Strategic Customers: Be the first and most trusted point of contact for our highest priority customers post sale. You’ll lead discovery sessions, design personalized onboarding plans, and ensure a seamless handoff from sales to implementation all while setting the tone for a long term, high value relationship.
Accelerate Adoption at Scale: Help customers get to value faster by identifying adoption gaps, showcasing high impact features, and building tailored success plans. You’ll own meaningful outcomes time-to-production, feature adoption, integration reliability and bring a strategic lens to every engagement.
Lead Complex Migrations: Own end-to-end migration support for enterprise plan customers, including SSO setup and Grid/Enterprise+ prerequisites. You’ll diagnose blockers, coordinate escalations, and communicate clearly throughout keeping things moving without sacrificing quality.
Champion Best Practices and Elevate the Team: Share guidance, translate business goals into practical recommendations, and surface recurring friction points back to Product and Engineering. Beyond your own accounts, you’ll mentor peer Onboarding Specialists, contribute to team playbooks, and help raise the bar for how we onboard customers.
What You'll Do
Be a Slack subject matter expert, with a focus on fast time to value for new customers.
Serve as the primary onboarding partner for strategic and complex Slack accounts post-sale.
Lead virtual 1:1 and group sessions to educate customers on key features such as Slackbot, Slack Connect, Workflows, Salesforce connectors, and more.
Use consultative skills to uncover business objectives and build customized Success Paths that map the steps to meet each customer’s goals.
Handle complex, escalated situations with professionalism, balancing speed, thoroughness, and clear communication.
Mentor and support peer Onboarding Specialists, sharing knowledge and best practices.
Contribute to the development of onboarding methodology, playbooks, and internal tooling.
Build and maintain strong relationships with internal stakeholders across Sales, Product, and Engineering.
Actively contribute to the Customer Success knowledge base, case studies, and thought leadership.
Turn satisfied customers into enthusiastic, long-term Slack advocates.
Minimum Requirements:
6+ years of experience helping customers get real business value from technology.
A strong track record of leading complex, high-stakes customer engagements; you can hold a room whether it’s a small admin team or a C-suite audience.
Demonstrated ability to manage executive relationships and influence stakeholders at all levels independently.
Experience mentoring or coaching teammates and contributing to team-level knowledge sharing.
A consultative mindset; you ask the right questions, uncover business objectives, and tailor your approach accordingly.
Strong relationship-building skills. You’re personable, energetic, and make customers feel genuinely welcomed.
The ability to work independently, navigate ambiguity, and make sound judgment calls under pressure.
Technical fluency with software solutions and the ability to pick up new tools quickly.
Solid understanding of object-oriented languages (Java, JavaScript, Node.js, Python, or SQL).
Experience with Slack or Salesforce products.
Slack or Salesforce Admin/Consultant certifications (strongly preferred).
Prior experience in a hands-on technical customer role such as Onboarding Specialist, Technical Support
Desired Skills:
Experience building conversational AI solutions, especially in regulated industries.
Familiarity with project management principles and software implementation best practices.
Experience contributing to team process improvements, playbooks, or internal enablement programs.