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 SuccessJob DetailsAbout SalesforceWe’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 cheerful 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 inquisitive, humble, hardworking and, above all, collaborative.What We DoOur 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.What you will be doingEmpathize 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)What you should have2+ years of work experience (ideally with a background in Business Development or IT Consulting)You are passionate about the future of work and positively impacting the working lives of people in large organizationsThis 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!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 complete deadlines within a sophisticated organizationYou 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 softwareAbility to cultivate and own VP+ executive sponsor relationshipsDiplomacy, tact, and poise under pressure when working through customer issues.Experience in an enterprise solution sales environment and the ability to partner with Account Executives in their development and closure of sales opportunities is preferredYou are fluent in English and ideally in an additional European languageAccommodationsIf you require assistance due to a disability applying for open positions please submit a request via this .Posting StatementAt 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 and explore our company benefits at .is an Equal Employment Opportunity and Affirmative Action Employer. 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. does not accept unsolicited headhunter and agency resumes. will not pay any third-party agency or company that does not have a signed agreement with .Salesforce welcomes all.
