Job Category
Customer Success
Job Details
About Salesforce
We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.
Slack is on a mission to make your working life simpler, more pleasant and more productive. We are looking for a Technical Success Architect to join our growing Customer Success organization and help expand our newly established global Success Architect team.
Success Architects act as trusted technical advisors for our existing customer base and our partners on the Success team, leveraging broad technical and deep product expertise to amplify and extend adoption of Slack at our largest customers. They educate customers about product features and automations, perform technical discovery, provide guidance on APIs and extensibility, and develop recommendations on architecture changes and integrations that drive adoption. Our specialists help customers get unblocked on simple technical hurdles, perform data analysis, and provide project oversight for our investment data migration program.
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
You facilitate customer-facing workshops and discovery – often with our customer’s technical team
You will develop deep understanding of the technical specs for each Slack feature release to support questions from technical customer resources, and to demonstrate key features and bleeding-edge use-cases to business stakeholders
You are (or quickly become!) knowledgeable about how Slack integrates with other systems and apps, including:
identity management
eDiscovery
data loss prevention
Salesforce
other SaaS products and internal systems.
Partner with customers to achieve their business goals and outcomes by providing timely, proactive recommendations that will benefit customers’ ongoing usage of Slack
Partner with the Professional Services team to provide leads for paid engagements
Proactively engage with Slack Product and Technical Support Teams, 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
Achieve key performance metrics and goals
What you should bring
5+ years of experience as a solutions/sales engineer, technical consultant, customer success, or professional services team member, preferably in the SaaS or PaaS space
You possess excellent written and verbal communications skills, with the ability to go a mile deep with technical customer resources or to describe the most basic capabilities to a business user.
Ability to work US business hours (some roles)
Strong experience in two or more of the following areas:
Knowledge of identity management providers and how they are configured, including SSO, SAML, oAuth and IdP concepts
Dealing with large, complex, distributed systems-scale businesses, completing discovery, architecture diagrams, and future-state processes
Storytelling and value creation to drive product adoption
Knowledge of Slack and Salesforce product suite and features, capabilities, best use, and how to deploy, including knowledge of the Salesforce platform and ecosystem
Data querying and analysis, including use of SQL and strong spreadsheet skills
Working knowledge of extensibility of Slack using APIs or ability to get up to speed quickly as demonstrated by mastery of other platforms
Large-scale implementation experience with complex solutions environments
Database, application, and network technologies used in Cloud Computing (e.g knowledge of network topologies and devices, database concepts and SQL, multi-tenancy)
Working knowledge of data exchanges and API’s.
This role does not require coding skills, but they are very nice to have, particularly Java, Javascript, Node.js, SQL, or Python.
Experience understanding and anticipating cultural differences while supporting a diverse group of customers from around the world,
Track record of success delivering customer value by translating complex technical issues into tangible solutions at scale
English language fluency and comfort conducting business in English on a daily basis – additional languages a plus
Bachelor’s degree in a technical discipline or additional experience required