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Job Category

Customer Success

Job Details

About Salesforce

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 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 successfully, adopt it widely and are continually driving business value from Slack. Our Success Managers on the Portfolio Excellence team serve some of our most advanced enterprise customers at Slack. Serving as a general manager of your book of business for this critical part of our company, you’ll develop the strategy and tactics to deliver best-in-class outcomes for your portfolio (30-40 customers) across ANZ & ASEAN.

Our Portfolio Excellence Success Managers play a critical role in driving growth for Slack’s Business across 3 key areas:

• Maintaining and improving best-in-class revenue retention

• Scaling the coverage model through technology, experimentation, and innovative Customer Success practices

• Developing, identifying, and sharing out customer best practices and stories to create second order revenue
   

Part consultant, project manager, coach and product specialist, our Slack Success Managers are continually focused on helping our customers improve their team communication and be successful with Slack.

Your Impact

• Drive Executive relationships with the customer and foster executive sponsorship/aligned with Slack Executive leadership

• Empathize with every aspect of the customer experience, putting customers’ needs first

• Guide and coach customers with proactive customer success processes

• Coach customers to be product specialists and train their teams on Slack standard methodologies, so they become increasingly self-sufficient

• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty

• Identify common customer challenges to suggest better solutions.

• Identify high-value opportunities and deploy targeted engagements to deliver customer value

• Collaborate cross-functionally within Customer Success, Sales and Product to ensure customer success with special emphasis on adoption, value, and renewals

• Help drive customer references and case studies

Minimum Requirements

• Experience in a customer-facing customer success, account management or strategic consulting organization. SaaS experience is a benefit.

• Track record of creating innovative programs to drive value across a large swath of customers.

• Ability to use data to make decisions and draw insights.

• Self-motivated, proactive teammate with innovative ideas to inspire customer loyalty and adoption.

• Strong interpersonal skills and experience building strong relationships.

• Proven track record of highly-professional customer service in a fast paced, dynamic environment.

• Diplomacy, tact, and poise under pressure when working through customer issues

About Slack
Slack is a layer of the business technology stack that brings together people, data, and applications – a single place where people can effectively work together, find important information, and access hundreds of thousands of critical applications and services to do their best work. From global Fortune 100 companies to corner markets, businesses and teams of all kinds use Slack to bring the right people together with all the right information. For more information on how Slack makes teams better connected, visit slack.com.
Ensuring a diverse and inclusive workplace where we learn from each other is core to Slack’s values. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a cheerful and supportive place to work.

Come do the best work of your life here at Slack.

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