Customer Success Guide Associate, Salesforce
Slack, German Speaker
World's leading CRM provider
Open for applications
World's leading CRM provider
1001+ employees
Open for applications
1001+ employees
Company mission
To empower companies to connect with their customers in a whole new way.
Role
Who you are
- 2+ years of work experience (ideally with a background in Business Development or IT Consulting)
- 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 proven record of excelling in fast-paced environments and taking initiative!
- Relevant work experience in customer-facing customer success, account management or strategic consulting roles. SaaS experience preferred
- Consider program management a strength and have experience using joint sponsorship to complete 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 the ability to partner with Account Executives in their development and closure of sales opportunities is preferred
- You are fluent in English and German
What the job involves
- Our Success Guides advise and guide a wide variety of customers, via targeted (time-limited) engagements, ensuring they launch Slack optimally or adopt it widely, and continuously gain business value from our products and services
- We serve as the trusted point of contact for Slack’s strategic key customers across the customer lifecycle
- Part coach, project manager, consultant and product specialist, our Slack Success Managers work closely with customers to discover their business needs and challenges and then mentor them on the best ways to use Slack to tackle them
- Empathize with every aspect of the customer experience, putting customers’ needs first
- Throughout the customer lifecycle, you will be responsible for accelerating adoption, maturity and growth across Slack’s largest customers whilst ensuring each customer realises business value
- You will work closely with our mid-market and enterprise customers in all EMEA, with some engagements with our German/Switzerland & Austrian customers, to understand the motivation, business drivers, strategic goals and desired business outcomes
- You will understand how they work, and their business challenges and mentor customers on how to use Slack to communicate, collaborate and work more productively
- As a Success Guide, you’ll work like a Customer Success Manager but for time-bound engagements. The idea is not to have large and heavy portfolios, but targeted engagements to impact our customers at the best moment
- You’ll run engagements of 30 to 90 days to deliver business outcomes, with an emphasis on both driving growth as well as securing retention
- You will lead a cross-functional partnership across your named customer(s) and Slack and identify new ways our platform can differentiate them in the market
- Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty
- You will craft joint customer success plans that include agreed-upon scope, goals, timelines, customers, and success metrics, and build plans to overcome barriers to customer 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, where we share back value realised, celebrate shared successes, and course correct where vital
- Contribute to the library of customer success assets (customer references, case studies) and thought leadership (methodology, point of view, white papers)
Our take
Salesforce is a global cloud computing company, best known for its on-demand, comprehensive customer relationship management (CRM) solutions. The company was launched to mitigate the doubts that business owners felt regarding third party companies holding their data.
By providing essential, customer-oriented CRM software, Salesforce places itself at the heart of digitised businesses. Furthermore, by building out its AI capabilities, the company removes the complexity of AI, enabling any business to deliver smarter, personalised and more predictive customer experiences.
Due to the continued innovation offered by the company, over 150,000 companies, both big and small, are growing their business with Salesforce today. Despite a tumultuous 2023 filled with activist investors, a boardroom shake-up and the unprecedented step-down of Co-CEO Bret Taylor, Salesforce continues to close several acquisition deals and managed to drive up its stock value by 96% from the end of 2022 to 2023.
Steph
Company Specialist
Insights
Some candidates hear
back within 2 weeks
-8% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jun 2001
$46.9m
SERIES D
Nov 1999
$13.2m
SERIES C
Total funding: $64.5m
Company values
- Trust - We earn the trust of our customers, employees, and extended family through transparency, security, compliance, privacy, and performance. And we deliver the industry’s most trusted infrastructure
- Customer Success - So we champion them to achieve extraordinary things. We innovate and expand our business offerings to provide all our stakeholders with new avenues to achieve ever greater success
- Innovation - Our customers’ input helps us develop products that best serve their business needs. Providing continual technology releases and new initiatives gives our customers a competitive advantage
- Equality - We believe everyone should be seen, heard, valued, and empowered to succeed. Hearing diverse perspectives fuels innovation, deepens connections between people, and makes us a better company
- Sustainability – We are committed to bringing the full power of Salesforce to accelerate the world’s journey to net zero
Company HQ
Financial District, San Francisco, CA
Articles
Leadership
Marc Benioff
(Chair & CEO)Previously Senior Vice President at Oracle Corporation for 13 years.
Parker Harris
(CTO)Previously worked as a Software Engineer for over six years. Harris also co-founded Left Coast Software.
People progressing
Joined as Recruiting Director - Futureforce University Recruiting, EMEA, and was promoted to Senior Director - EMEA & LATAM Recruiting, Futureforce after 3 years, and then again to Senior Director - Recruiting after 2 years. Now serve as COO - Employee Success EMEA.
Salary benchmarks
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Diversity & Inclusion at Salesforce
- Our goals:
- 50% of our U.S. employees will be made up of underrepresented groups (Women, Black, Latinx, Indigenous, Multiracial, LGBTQ+ employees, People with Disabilities, and Veterans) by 2023
- Double the U.S. representation of Black leaders (VP+) and increase our representation of underrepresented minority (Black, Indigenous, Latinx, and Multiracial) leaders by 50% by 2023
- 50% increase our U.S. representation of underrepresented minority (Black, Indigenous, Latinx, and Multiracial) employees by 50% by 2023
- We’ve met our representation goal nearly a full year early – today, 50.7% of our U.S. employees are members of underrepresented groups
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