Job Description

You'll provide input into their strategic customer plans, helping them to identify areas where existing customers could improve their use of company or uncovering new uses for us amongst their customer portfolio. From time to time you may also work with Account Executives to advise prospective customers on the best way to launch Slack in their company.

What you will be doing

• Empathise with every aspect of the customer experience, putting customers’ needs first.
• Guide and coach customers and Account Executives with a dedicated customer success processes.
• Travel and meet with customers onsite to discover and understand their needs and help them develop a Slack onboarding process.
• Coach customers to be product experts and train their teams on Slack methodologies so they become increasingly self-sufficient.
• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
• Identify common customer challenges and actively suggest better solutions.
• Partner with Account Executives to help them be more effective.
• Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.
• Craft customer onboarding assets, adapt existing customer onboarding assets and work with product marketing to refine existing and create new onboarding assets.
• Help drive customer references and case studies.

Required Knowledge, Skills, and Abilities

• 5+ years of experience in a customer-facing customer success, account management or strategic consulting organisation. SaaS experience a benefit.
• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
• Strong interpersonal skills and experience building strong internal and external relationships.
• Consistent track record of highly-professional customer service in a fast-paced, dynamic environment.
• Diplomacy, tact, and poise under pressure when working through customer issues.