Senior Success Manager
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Job CategoryCustomer Success
We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.
Slack (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 optimally, 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 solve them.
What you will be doing
Empathise 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.
Effectively 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, stakeholders, 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. Serve as a mentor and coach to others on the Customer Success Team. 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
You are passionate about the future of work, and positively impacting the working lives of people in large organisations
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!
8+ 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 sophisticated organisation
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
Proven 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
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