Penn Foster
Senior Success Manager - Slack (Portfolio Excellence)
Penn Foster, San Francisco, California, United States, 94199
About SalesforceWe’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.Our Customer Success team advises and guides a wide variety of customers, ensuring they launch Slack successfully, adopt it widely and are continually driving business value from Slack. Our Success Managers on the Portfolio Excellence team serve some of our most advanced enterprise customers at Slack. Serving as a general manager of your book of business for this critical part of our company, you’ll develop the strategy and tactics to deliver best in class outcomes for your portfolio (25-30 customers).Our Portfolio Excellence Success Managers play a critical role in driving growth for Slack’s Business across 3 key areas:Maintaining and improving best-in-class revenue retention
Scaling the coverage model through technology, experimentation, and innovative Customer Success practices
Developing, identifying, and sharing out customer best practices and stories to create second order revenue
Part consultant, project manager, coach and product specialist, our Slack Success Managers are continually focused on helping our customers improve their team communication and be successful with Slack.Your Impact:Drive Executive relationships with the customer and foster executive sponsorship/aligned with Slack Executive leadership
Empathize with every aspect of the customer experience, putting customers’ needs first
Guide and coach customers with proactive customer success processes
Coach customers to be product specialists and train their teams on Slack standard 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 to suggest better solutions.
Identify high-value opportunities and deploy targeted engagements to deliver customer value
Collaborate cross-functionally within Customer Success, Sales and Product to ensure customer success with special emphasis on adoption, value, and renewals
Help drive customer references and case studies
Minimum Requirements:6+ years relevant work experience in a customer-facing customer success, account management or strategic consulting organization. SaaS experience is a benefit.
Track record of creating innovative programs to drive value across a large swath of customers.
Ability to use data to make decisions and draw insights.
Self-motivated, proactive teammate with innovative ideas to inspire customer loyalty and adoption.
Strong interpersonal skills and experience building strong relationships.
Proven track record of highly-professional customer service in a fast paced, dynamic environment.
Diplomacy, tact, and poise under pressure when working through customer issues.
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Scaling the coverage model through technology, experimentation, and innovative Customer Success practices
Developing, identifying, and sharing out customer best practices and stories to create second order revenue
Part consultant, project manager, coach and product specialist, our Slack Success Managers are continually focused on helping our customers improve their team communication and be successful with Slack.Your Impact:Drive Executive relationships with the customer and foster executive sponsorship/aligned with Slack Executive leadership
Empathize with every aspect of the customer experience, putting customers’ needs first
Guide and coach customers with proactive customer success processes
Coach customers to be product specialists and train their teams on Slack standard 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 to suggest better solutions.
Identify high-value opportunities and deploy targeted engagements to deliver customer value
Collaborate cross-functionally within Customer Success, Sales and Product to ensure customer success with special emphasis on adoption, value, and renewals
Help drive customer references and case studies
Minimum Requirements:6+ years relevant work experience in a customer-facing customer success, account management or strategic consulting organization. SaaS experience is a benefit.
Track record of creating innovative programs to drive value across a large swath of customers.
Ability to use data to make decisions and draw insights.
Self-motivated, proactive teammate with innovative ideas to inspire customer loyalty and adoption.
Strong interpersonal skills and experience building strong relationships.
Proven track record of highly-professional customer service in a fast paced, dynamic environment.
Diplomacy, tact, and poise under pressure when working through customer issues.
#J-18808-Ljbffr