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Job Category
Customer Success
Job Details
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Role: Success Guide - Slack
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 Team leads both growth and retention initiatives at scale. This team is
constantly innovating to drive valuable outcomes while also supporting key success programs.
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
Optimization team is passionate about growing and retaining our customers while delivering
business transformation.
What you will be doing:
• You will engage 1:1 with our high value customers during key points in the customer
journey to assure adoption, health and retention.
• You will empathize with every aspect of the customer experience, putting customers'
needs first.
• You will find opportunities to implement 1:many programs that can efficiently drive
customer outcomes at scale.
• You will test playbooks and program ideas and monitor results based on defined
customer metrics.
• You will act as a cross-functional partner to Account Executives setting expectations and
providing guidance on customer optimization.
• You will identify common customer challenges and actively suggest better solutions.
• You will coach customers to be product specialists and train their 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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