Success Manager Director - Slack

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Job Category

Customer Success

Job Details

Who We Are

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 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. Salesforce acquired Slack in 2021.

Your Impact

• Understand the motivation, business drivers, strategic goals and desired business outcomes for your large strategic Tech customer
• Craft joint customer success plans that include agreed upon scope, shared metrics, user engagement, sophistication of usage, adoption plans, timelines, communication, and eliminates barriers to customer advocacy and expansion
• Work closely with one of our largest enterprise customers to understand how they work, their business challenges, paint the art of the possible through Slack, and mentor them on how to personalize Slack to communicate, collaborate and work more effectively
• Lead a cross-functional partnership across your named customer and Slack, and identify new ways our platform can differentiate them in the market
• Work closely with Slack’s Account Executives, helping them drive growth by improving the usage of Slack or uncovering new uses for Slack
• Facilitate Executive Business Reviews with economic decision makers and Slack executive sponsors, where we celebrate shared successes, and course correct where necessary
• Facilitate workshops with the customer on best known practices, including sponsorship, governance, operating model, adoption, internal Champions network, platform maturity, and adoption techniques
• Collaborate closely with cross-functional partners at Salesforce to lead the rollout of new Slack product launches to the broader organization and align on the overall strategy of the account
• Maintain high levels of engagement across your customer, with an emphasis on customer appreciation and advocacy
• Evangelize our belief that the fastest way to achieve organizational agility is to change how people work — and we believe that requires established enterprises to rapidly evolve culture, process and technology at scale
• Help improve business practices and how we service our customers
• Drive Executive relationships with the customer and foster executive sponsorship/aligned with Slack Executive leadership.
• Contribute to the library of customer success assets (customer references, case studies) and thought leadership (methodology, point of view, white papers)
• Serve as a mentor and coach to others on the Customer Success Team, establishing best practices in the role.

Minimum Requirements

• Experience implementing and supporting large scale technology solutions at Fortune 500 companies
• You are an excellent teammate who has a consistent record of excelling in fast-growing environments and taking initiative!
• You 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 software
• Consider program management a strength and have experience using joint sponsorship to complete deadlines within a complex organization
• Growth minded, with experience driving expansion in accounts and identifying new opportunities for growth

Preferred Qualifications

• You are passionate about the future of work, and positively impacting the working lives of people in large organizations
• Experience in an enterprise solution sales environment and ability to partner with account executives in development and closure of sales opportunities is preferred
• 12-15+ years relevant work experience in customer-facing customer success, account management or strategic consulting roles. SaaS experience preferred
• This is a demanding role that requires strong leadership, committed priority management and high emotional intelligence
• Bachelor’s Degree, or equivalent years of experience

Accommodations

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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.com 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.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.

Salesforce welcomes all.

More details about our company benefits can be found at the following link: https://www.getsalesforcebenefits.com/

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

For California-based roles, the base salary hiring range for this position is $190,800 to $276,800.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.