Principal Success Manager_CSG-1

• Job Category
• Customer Success

Responsibilities

• Empathize with every aspect of the customer experience, putting customers’ needs first.
• Throughout the customer lifecycle, accelerate adoption, maturity and growth across Slack’s largest customers whilst ensuring each customer realises business value.
• Work closely with enterprise customers to understand their motivation, business drivers, strategic goals and desired business outcomes for your portfolio of customers.
• Understand how customers work, their business challenges and mentor them on how to use Slack to communicate, collaborate and work more productively.
• Optimally prioritise your portfolio to deliver business outcomes, with an emphasis on both driving growth as well as securing retention.
• Lead a cross‑functional partnership across your named customer(s) and Slack and identify new ways the platform can differentiate them in the market.
• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
• Craft joint customer success plans that include agreed scope, goals, timelines, customers, success metrics and build plans to overcome barriers to 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, sharing value realised, celebrating shared successes and course‑correcting where vital.
• Contribute to the library of customer success assets (customer references, case studies) and thought leadership (methodology, point of view, white papers).

Qualifications

• You are passionate about the future of work and positively impacting the working lives of people in large organizations.
• This is a demanding role that requires strong leadership, committed priority management and high emotional intelligence.
• You are an excellent teammate who has a consistent record of excelling in fast‑paced environments and taking initiative.
• Relevant work experience in customer‑facing customer success, account management or strategic consulting roles. Saa S experience preferred.
• Consider program management a strength and have experience using joint sponsorship to execute against deadlines within a sophisticated organization.
• 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.
• Ability to cultivate and own VP+ executive sponsor relationships.
• Diplomacy, tact, and poise under pressure when working through customer issues.
• Experience in an enterprise solution sales environment and ability to partner with Account Executives in their development and closure of sales opportunities is preferred.
• Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment.

What does that mean exactly?

It means that at Salesforce, we believe in equality for all.

And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination.

Know your rights: workplace discrimination is illegal.

Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law.

This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey.

It also applies to recruiting, hiring, promotion, compensation, training, assessment of job performance, discipline, termination and everything in between.

Recruiting, hiring and promotion decisions at Salesforce are fair and based on merit.

The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training and education.

#J-18808-Ljbffr