Director, Global Success Architects

Slack

California - San Francisco New York - New York Illinois - Chicago Remote

Full time

May 4

Job Category

Customer Success Group

Job Details

  • Slack is on a mission to make your working life simpler, more pleasant and more productive. We are looking for a Director to join our growing Customer Success organization and build out our newly established distributed team of Success Architects.  You will hire and lead a team of Customer Success Architects responsible for advising customers on sophisticated architectural challenges, as well as providing tailored recommendations to support a cohesive digital-first strategy. 
  • You are driven, curious, intelligent and deeply passionate about your craft. Collaboration with our most strategic customers is a main responsibility, demonstrating comprehensive knowledge of the Slack platform. You and your team will forge relationships with your customers, develop a deep understanding of the Slack platform, share technical standard methodologies, and act as a point of contact for any major incidents, managing the customer’s expectations and communications through to resolution. 
  • As a member of our Customer Success leadership team, you will advocate for your customers and team by driving alignment across multi-functional partners including Success Services, Customer Success, Product and Engineering. You and your team will identify and drive key initiatives, processes, tools, and programs to build our Success Architect engagement model. You will be responsible for implementing the practices that drive operational excellence across the distributed team. 
  • You will grow a diverse team of dedicated Success Architects inspiring and coaching them to do the best work of their careers.You will partner with your team on career planning, investing in their short and long term success at Slack. Our culture is the north star that guides how we work together and with our customers. Are you looking to build something greater than yourself? Do you want to work alongside some of the most hardworking and dynamic people in the industry? If so, Slack just might be the place for you.

What you will be doing

  • Hire, onboard and lead a team of Customer Success Architects including definition of team vision, values, methods and measures.
  • Coach your team to partner with customers to achieve their business goals and outcomes by providing timely, proactive recommendations that will benefit customers’ ongoing usage of Slack
  • Ensure your team is delivering value by developing relationships with key business and IT partners and become an expert on a customer’s implementation by understanding their top business goals and priorities
  • Personally engage with key customers to activate sponsorship, drive alignment, resolve issues and mitigate project risk
  • Partner with the Success Services team to provide paid engagement leads 
  • Identify and complete innovative iterations of the Success Architect team model including engagement types and regionalized strategies
  • Work with your team to discuss, plan and implement process improvements
  • Proactively engage with Slack Product teams and Technical Support Team, to address product feature/technical hurdles
  • Participate in issues and act as an advocate for customers during the triage and resolution of high severity cases, driving business reliability and customer satisfaction
  • Provide timely account or issue executive-level summary status reports both internally and to the customer
  • Design and implement the process and systems vital for operational excellence including access to DSR trends to make intelligent customer prioritization and resourcing decisions
  • Achieve key performance metrics and goals

What you should bring

  • 8+ years of experience leading technical consultants, customer success or professional services teams and organizations, preferably with strong exposure to SaaS
  • Experience providing direct oversight to engagement deliverables and overall health, as well as direct alignment to customer executive partners
  • Track record of success delivering customer value by translating complex technical issues into tangible solutions at scale
  • Experience in dealing with large, complex, distributed systems scale businesses
  • Knowledge of Slack and Salesforce product suite and features, capabilities, best use, and how to deploy, including knowledge of the Salesforce platform and ecosystem
  • Comfortable in dealing with IT systems that support end-to-end business processes across the customers’ value chain
  • Large-scale implementation experience with complex solutions environments
  • Ability to navigate, raise and lead team efforts on complex customer requests or projects involving multiple parties and enterprise systems
  • Demonstrable ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
  • Ability to prioritize and make resource decisions under pressure and in alignment with key performance goals
  • Interest in both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features
  • Deep familiarity with the database, application, and network technologies used in Cloud Computing (e.g knowledge of network topologies and devices, database concepts and SQL, multi-tenancy)
  • Bachelor's degree required

Accommodations

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Posting Statement

  • At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.
  • Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.
  • Salesforce welcomes all.
  • Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.



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