Manager, Customer Support Enablement - Slack

Slack

California Remote

Full time

Sales

May 5

Job Category

Sales

Job Details

Slack is on a mission to make people’s working lives simpler, more pleasant and more productive. We consider the Customer Experience team an essential piece of Slack’s success, and we’re dedicated to empowering and supporting our customers to help them get the most out of Slack. Our team helps a large roster of global companies that rely on Slack to keep their business running smoothly. Each customer has specific needs that we aim to meet with unparalleled support. 

We are seeking a smart, enthusiastic, and experienced Enablement Manager for our Customer Experience organization. You should have a passion for helping others succeed and the desire to create high-impact enablement solutions that will allow us to improve upon the way we support our customers.

What you'll be doing:

  • Define the Customer Experience enablement strategy and drive execution across all roles with the goal of driving behavioral outcomes and measurable results 
  • Own and scale onboarding and ongoing skills development for Customer Experience globally to ensure consistency in training new team members throughout all regions
  • Partner with Senior Leadership, Management, and top performing Individual Contributors to prioritize business needs regarding knowledge, skills, systems, and processes
  • Design and develop enablement solutions across a variety of mediums (e.g. in-person, virtual, eLearning, videos, on-the-job support, management reinforcement & coaching tools) 
  • Collaborate with key cross-functional partners (e.g. Learning and Enablement, Recruiting, People Operations, Product, Engineering) and program manage these efforts to execute against priorities and plans
  • Measure the impact of enablement solutions to evaluate the efficacy and ROI of training initiatives and pivot (or continue) based on results
  • Build a thriving, nimble team that is able to adapt to changing business needs and champion enablement, learning, and service quality within Customer Experience and across all of Slack

Your work will focus on 4 critical questions:

How might we build enablement to focus on behavioral changes and systems that foster outstanding customer interactions? (execution)

How might we mature our onboarding and ongoing skills development as we scale globally and further integrate with Salesforce? (strategy)

How might we build an enablement team that allows our Agents to focus on meeting and exceeding customers’ service expectations? (leadership)

How might we champion changes that improve service quality? (communication)

 

What you should have:

  • A proven track record of developing and executing systems that measurably increase staff skill sets and customer outcomes
  • Experience building and leading a global, distributed team
  • Knowledge of enablement and adult learning best practices, strategies, and delivery methods
  • Highly proficient at building strong, lasting relationships with managers and cross-functional partners
  • Ability to build clear and concise presentations, and communicate effectively at every level of the organization
  • Highly organized, detailed-oriented, and self-directed
  • Experience dealing with unstructured business issues and successfully leading teams to resolve these issues
  • Experience leveraging standard eLearning tools and web-based meeting tools to create instructionally sound learning programs preferred
  • Experience with various Learning Management Systems and SCORM preferred
  • Experience (and ideally proficiency) using Slack beyond Direct Message functionality preferred
  • Experience in a customer support environment preferred
  • BA/BS degree or commensurate experience

 

 

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

 

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.

 

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

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.As a federal contractor, Salesforce is required to verify that all US-based employees are fully vaccinated against COVID-19. If you receive an offer and are unable to get vaccinated for religious or medical reasons, you may request a reasonable accommodation.

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