Associate Success Guide

Leadout Capital; Dublin; On-site; EUR 70,000 - 110,000; Full time

Job summary

Leadout Capital is seeking a Slack Customer Success Guide to advise strategic key customers, helping them launch and adopt Slack across their organizations. You will tailor guidance, build relationships and mentor customers through adoption programs.

You will work with executives, admins and users to drive product adoption, health and loyalty, delivering best practices and education that enable value realization.

Qualifications

• 5+ years in customer-facing success, account management or strategic consulting (SaaS preferred).
• Passion for the future of work and improving the working lives of people in large organizations.
• Strong leadership and high emotional intelligence.
• Proven ability to excel in fast-paced environments and take initiative.
• Experience with program management and joint sponsorship to meet deadlines within complex organizations.
• Ability to build trust and communicate with senior executives, owners, Slack admins, developers and daily Slack users.
• Diplomacy and poise under pressure when resolving customer issues.
• Experience in an enterprise solutions sales environment and partnering with Account Executives on deals is preferred.

Responsibilities

• Educate customers on features and functionality through 1:1 engagements, providing actionable recommendations to increase product adoption and customer health
• Understand motivation, business drivers, strategic goals and desired outcomes for your portfolio of customers
• Collaborate with key business and technical stakeholders to drive product adoption and customer transformation
• Analyze qualitative and quantitative customer data to produce insights and a clear POV to improve customer health and adoption
• Build positive relationships with internal and external stakeholders to accelerate time to value
• Facilitate workshops on sponsorship, governance, operating model, adoption, champions network and platform maturity
• Contribute to the library of customer success assets and thought leadership
• Transform customers into passionate advocates who champion Slack

Skills

Leadership

Account management

Strategic consulting

SaaS experience

Stakeholder management

Communication

Workshop facilitation

Program management

Customer success

Job 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. Part coach, project manager, consultant and product specialist, our Slack Success Guides work with customers through targeted-strategic engagements, to discover their business needs and challenges and then mentor them on the best ways to use Slack to solve them. Our goal is to deliver best practices and adoption guidance to customers and foster customer loyalty through high-quality interactions with a focus on training and education to drive product adoption and customer health.

What You Will Do

• Educate customers on features and functionality through 1:1 engagements, providing actionable recommendations to increase product adoption and customer health
• Work closely with Slack customers to understand the motivation, business drivers, strategic goals and desired business outcomes for your portfolio of customers
• Collaborate with key business and technical stakeholders across customer organizations to drive product adoption and customer transformation
• Analyze qualitative and quantitative customer data to produce insights and create a clear POV that will improve the health of the customer, mitigate risk and increase adoption and consumption
• Build positive relationships with both internal and external stakeholders to drive faster time to value for our customers
• Facilitate workshops with customers on best known practices, including sponsorship, governance, operating model, adoption, internal Champions network, platform maturity and adoption techniques
• Contribute to the library of customer success assets (customer references, case studies) and thought leadership (methodology, point of view, white papers)
• Transform customers into passionate advocates who excel in our solutions and champion the Slack brand

What You Should Have

• 5+ years of relevant work experience in customer-facing customer success, account management or strategic consulting roles (SaaS experience preferred)
• You are passionate about the future of work and positively impacting the working lives of people in large organizations
• Strong leadership, committed priority management and high emotional intelligence
• Proven track record of excelling in fast-paced environments and taking initiative
• Consider program management a strength and have experience using joint sponsorship to execute against deadlines within complex organizations
• Passion for building trust and communicating with a broad range of partners:
  Senior executives, business owners, Slack administrators, developers and day-to-day Slack users
• Diplomacy, tact and poise under pressure when working through customer issues
• Experience in an enterprise solutions sales environment and ability to partner with Account Executives in their development and closure of sales opportunities is preferred