Customer Success Guide Associate, Slack

Description

Slack (Salesforce Company) is on a mission to make your working life simpler, more cheerful 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 inquisitive, humble, hardworking and, above all, collaborative. What We Do

• Our Success Guides advise and guide a wide variety of customers, via targeted (time-limited) engagements, ensuring they launch Slack optimally or 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.

What you will be doing

• 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 mid-market and enterprise customers in all EMEA, to understand the motivation, business drivers, strategic goals and desired business outcomes.

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

• As a Success Guide, you’ll work like a Customer Success Manager but for time-bound engagements. The idea is not to have large and heavy portfolios, but targeted engagements to impact our customers at the best moment.

• You’ll run engagements of 30 to 90 days 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, and 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)

What you should have

• 2+ years of work experience (ideally with a background in Business Development or IT Consulting)

• 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 proven 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 complete 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 the ability to partner with Account Executives in their development and closure of sales opportunities is preferred

• You are fluent in English and ideally in an additional European language