Customer Success Guide Associate, Slack

at  Salesforce

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.
Job Category
Customer Success
Job Details

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.

• 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)