Job Description

Overview

Slack (a Salesforce Company) is on a mission to make your working life simpler, more pleasant and more productive. Slack's culture guides how we work with customers and each other. We seek curious, innovative people who want to do meaningful work and improve daily. We aim to be smart, humble, hardworking and collaborative.

What We Do

Our Customer Success team advises and guides a wide variety of customers to launch Slack successfully, adopt it widely and continuously gain business value from our products and services. We serve as the trusted point of contact for Slacks strategic key customers across the lifecycle. Our Slack Success Managers act as coach, project manager, consultant and product specialist to discover customer needs and mentor them on how to use Slack to address them. This role will directly support Public Sector customers using Slack.

Your Impact

• You will work closely with our largest Public Sector enterprise customers to understand how they work, their challenges, and coach them on leveraging Slack to meet their missions.
• You will craft joint customer success plans with scope, goals, timelines, success metrics and build plans to overcome barriers to advocacy, expansion and retention.
• Understand the motivation, drivers, strategic goals and desired outcomes for your portfolio of customers.
• Work in close partnership with cross-functional teams (Product, Marketing, Sales, Solution Engineering, Services, Renewals) and be the voice for Slack customers.
• Facilitate workshops on best practices including sponsorship, governance, operating model, adoption, champions network, platform maturity and adoption techniques.
• Facilitate Executive Business Reviews with economic decision makers and Slack executive sponsors to share value, celebrate successes and course correct where needed.
• Contribute to the library of customer success assets and thought leadership.
• Accelerate adoption, maturity and growth across Slacks largest customers while ensuring business value.
• Be part of the Customer Success Growth Team - Public Sector AMER.

Minimum Requirements

• Stay informed of industry trends, compliance requirements, and government direction as communicated by executive orders and strategic plans.
• Passionate about providing secure, modern, cloud-based technology to public servants and partners on impactful missions.
• SaaS customer success, consulting, account management or sales experience serving public sector organizations.
• Strong leadership, priority management and emotional intelligence for a demanding role.
• Excellent teamwork, ability to excel in fast-paced environments and take initiative.
• Program management strength with experience using joint sponsorship to meet deadlines in a complex organization.
• Ability to build trust and communicate with C-Suite, executives, business owners, Slack administrators, developers, and end users.
• Ability to cultivate and own VP+ executive sponsor relationships.
• Diplomacy, tact, and poise under pressure when resolving customer issues.
• Experience in an enterprise solution sales environment and ability to partner with Account Executives is preferred.

Additional Requirement

• 3+ years of experience with Slack as a workplace tool, as a product specialist, guide and advisor.

Note: This role is office-flexible, and the expectation is to be in office 3 days per week.

Our Investment In You

• World-class enablement and on-demand training check out trailhead.com for a preview.
• Exposure to executive thought leaders with a passion for living our values.
• Clear path to promotion with accelerated leadership development programs.
• Weekly 1:1 coaching with leadership.
• Fast Ramp mentorship program.
• Week-long product bootcamp.
• Sandler Sales Training.

Volunteer Opportunities

We support a 1:1:1 model focused on giving back to the community. We are recognized for philanthropy, culture and innovation. We are listed among Forbes' Worlds Most Innovative Companies and Fortunes Change the World. Our values create value.

We have a public benefits guide at salesforcebenefits.com that covers health, financial benefits and perks, time off, parental benefits, and discounts.

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