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 Group

Job Details

Customer Succes Manager, High Touch 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 CSMs work closely with customers to discover their business needs and challenges and then coach them on the best ways to use Slack to solve them . Working closely with Slack\xe2\x80\x99s Account Executives, our CSMs provide strategic territory coverage, coordinating with the AEs to identify areas where existing customers could improve their use of Slack or uncover new uses for Slack. From time to time our CSMs will work with Account Executives on pre-sales activities like pilot engagements to set up a customer for long term success. Part coach, project manager, consultant and product expert, our Slack Customer Success Managers are continually focused on helping our customers improve their team communication and be successful with Slack. What you\xe2\x80\x99ll be doing:

• Empathize with every aspect of the customer experience, putting customers\xe2\x80\x99 needs first.
• Guide and coach customers with proactive customer success processes.
• Travel to meet with customers onsite to discover and understand their needs to help them develop a tailored Slack onboarding process.
• Coach customers to be product experts and train their teams on Slack best practices 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.
• Partner with Slack\xe2\x80\x99s Account Executives to help them drive growth.
• Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.
• Adapt existing customer onboarding assets and work with product marketing to refine them over time.
• Help drive customer references and case studies.

What you should have:

• Relevant experience in a customer-facing customer success, account management or strategic consulting organization. SaaS experiences a benefit.
• Self-motivated, proactive team player 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 \xe2\x80\x93 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. Slack is headquartered in San Francisco, CA and has ten offices around the world. 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\xe2\x80\x99s values. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work. Come do the best work of your life here at Slack.

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form .

Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits. Salesforce, Inc . and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce, Inc . and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce, Inc . and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce, Inc . or Salesforce.org . Salesforce welcomes all.