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Role Description
Our Customer Success team advises and guides a wide variety of customers, ensuring they launch Slack successfully, 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; on-boarding, adoption, advocacy and renewal.
This role will directly support commercial and government customers using Slack’s first ever industry-cloud, GovSlack. GovSlack is FedRAMP High authorized, uses FIPS 140 validated encryption on data at rest and in transit and runs in an AWS GovCloud data center that is operated by U.S. personnel. GovSlack is also in the process of obtaining DoD SRG IL4 (Department of Defense Security Requirements Guide Impact Level 4) certification.
Your Impact
- You will work closely with our largest enterprise customers to understand how they work, their challenges, paint the art of the possible through Slack and GovSlack, and coach them on how to better leverage Slack and GovSlack to meet their missions.
- Understand the motivation, drivers, strategic goals and desired outcomes for your portfolio of customers, all of whom will have GovSlack.
- You will stay informed of industry trends, compliance requirements, and direction from the government as communicated by Executive Orders, strategic plans, budget prioritization, etc.
- You will help your customers understand how Slack and GovSlack can help them meet those requirements and be seen as a leader for innovation in the industry.
- You will work in close partnership with the GovSlack cross-functional team to include the Product Manager, Marketing, Sales, Solution Engineering, Services, and Renewals. They will look to you as the voice for GovSlack customers, someone who can communicate how customers are using GovSlack, where it is providing unique value, and what is needed to unlock more.
- You will build programs that support all GovSlack customers regardless of spend, from scalable one-to-many assets and automations that enable small pilot customers to succeed and grow, to tailored high touch experiences for our largest customers.
- You will craft joint customer success plans that include agreed upon scope, shared metrics, user engagement, sophistication of usage, adoption plans, timelines, communication, and eliminates barriers to customer advocacy and expansion.
- 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 celebrate shared successes, and course correct where necessary.
- You will team with Customer Success Managers who oversee our largest commercial customers that have purchased GovSlack for a subsection of their users, working collaboratively to ensure GovSlack fits into the overall business’s Slack strategy.
- Maintain high levels of engagement across a broad group of customers, with an emphasis on customer appreciation and advocacy.
- Proven success will earn you the right to act and be seen as the GovSlack Executive Sponsor for select current and prospective customers.
- Own the creation, curation, and dissemination of what will grow to be a library of GovSlack-specific customer success assets (customer references, case studies) and thought leadership (methodology, point of view, white papers).
- You will be part of the Customer Success Public Sector, Edu, and Non-Profit AMER team.
Minimum Requirements
- US citizen based on US soil.
- Passionate about what providing access to a secure, modern, cloud-based, user-loved technology will unlock for the millions of public servants and their partners who are working on the hardest and most impactful missions.
- Experience in customer-facing customer success, account management or strategic consulting roles.
- Experience using Slack and ability to explain to someone who never used it why your experience was so great.
- Strong verbal, written and presenting communication abilities with an engaging style that enables you to capture customer attention, immediately establish yourself as the GovSlack expert, and leave them wanting to get more time on your calendar.
- Strong leadership, committed priority management and high emotional intelligence.
- Strong ability to prioritize based on key metrics and comfortableness saying no to things that offer great ROI so that you can focus on the greatest ROI.
- Experience implementing and supporting large scale, cloud-based, SaaS technology solutions within large organizations that are unfamiliar with better ways of working.
Preferred Requirements
- Washington, DC based.
- Actively hold or can acquire generally accepted security clearances.
- SaaS customer success, consulting experience, account management or sales organization experience serving organizations in the public sector or defense industrial base.
- Program builder with experience creating structures and processes that allow you to support a large number of customers through scalable assets or automations.
- Consider program management a strength and have experience using joint sponsorship to execute against deadlines within a complex 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.
- Experience in an enterprise solution sales environment and ability to partner with account executives in development and closure of sales opportunities is preferred.
Our Investment In You
- World-class enablement and on-demand training - check out Trailhead.com for a sneak peek!
- Exposure to executive thought leaders with a passion for living our values.
- Clear path to promotion with accelerated leadership development programs.
- Weekly 1:1 coaching with your leadership.
- Fast Ramp mentorship program.
- Week-long product bootcamp.
- Sandler Sales Training.
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.
Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. 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 does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.
Salesforce welcomes all.
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