COMPLETE Success Guide - Slack

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Our Customer Success team advises and guides a wide variety of customers, ensuring they launch Slack successfully, adopt it widely and ultimately recognize business value through their use of the platform. Our Success Guides do this through objective-based engagements with customers at key points in the customer journey.

The Success Guide Activation Team leads digitally-enabled engagements focused on the customer’s day-one Slack experience as well as the day one experience on enterprise product upgrades by guiding the customer’s Slack vision, onboarding experience, admin settings, admin enablement, and setting the foundation for deep maturity on the platform.  We partner closely with Slack’s Account Executives to understand customers’ business objectives and help to identify ways we can deliver increased value through broader and more mature use of Slack.

Part advisor, project manager, consultant and product specialist, our Slack Success Guide Activation team is passionate about setting the foundation for an excellent user experience with Slack.

What you will be doing

• You will engage 1:1 with our high value customers during their initial Slack launch and with customers upgrading to our enterprise product.

• You will support new customer launches through a digitally enabled workflow and 1:many programs that can drive customer outcomes at scale.

• You will empathize with every aspect of the customer experience, putting customers’ needs first.

• You will own knowledge sharing with our AMER Sales & CS community in Launch support Slack channels.

• You will act as a cross-functional partner to Account Executives setting expectations and providing guidance on customer activation.

• You will test innovative playbooks and program ideas and monitor results based on defined customer metrics.

• You will identify common customer challenges and proactively recommend improvements.

• You will coach customers to be product specialists by training their Admin teams on Slack methodologies and self-serve resources so they become increasingly self-sufficient.

• You will partner with other cross-functional team members to translate business needs and product requirements into new solutions for customers.

• You will build and adapt customer assets and delivery channels to maximize impact.

• You will help drive customer references and case studies.
   

What you should have

• 5+ years relevant work experience in a customer-facing role. SaaS customer success, consulting experience, account management or sales organization experience a plus.

• Self-motivated, dedicated teammate with innovative ideas to encourage customer adoption and maturity.

• Strong interpersonal skills and experience to quickly build customer relationships.

• Ability to adopt the approach of continuous improvement and actively contribute to the process and procedure of the team.

• Proven track record of highly-professional customer service in a dynamic.

• Creative problem solving under pressure when working through customer issues.

• Bachelor’s Degree.

• Project management skills and ability to influence customers to adhere to timelines.

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