Executive Assistant
HIVED
Senior Customer Success Manager – Public Sector
Salesforce
full-time
Posted on:
Origin: • 🇺🇸 United States • District of Columbia, Virginia, Washington
Visit company websiteSalary
💰 $162,600 - $223,700 per year
Job Level
Senior
About the role
- Empathize with every aspect of the customer experience, putting customers’ needs first
- Accelerate adoption, maturity and growth across Slack’s largest customers and ensure customers realize business value
- Work closely with enterprise customers to understand motivations, business drivers, strategic goals and desired outcomes
- Mentor customers on using Slack to communicate, collaborate and work more productively
- Prioritize portfolio to deliver business outcomes, driving growth and securing retention
- Lead cross-functional partnership across named customers and Slack; identify new ways the platform can differentiate customers in the market
- Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty
- Craft joint customer success plans including scope, goals, timelines, success metrics and plans to overcome barriers to advocacy, expansion and retention
- Facilitate workshops on best practices: 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 to share value realized and course correct
- Contribute to customer success assets (customer references, case studies) and thought leadership (methodology, point of view, white papers)
Requirements
- Passionate about the future of work and positively impacting working lives of people in large organizations
- Strong leadership, committed priority management, and high emotional intelligence
- Excellent teammate with a 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 experience using joint sponsorship to execute against deadlines within a sophisticated organization
- Ability to build trust and communicate with C-Suite, senior executives, business owners, Slack administrators, developers, and day-to-day users
- 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 preferred
- Additional Requirement: 3+ years of experience with Slack as a workplace tool, as a product specialist, guide and advisor
- Expectation to be in office 3 days per week (office-flexible)
