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Job Category
Customer Success
Job Details
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Job Details
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, advise on practical applications of AI, and develop recommendations on architecture changes and integrations that drive adoption.
Salesforce (and Business in general) is also at a big inflection point in its history based on two factors. First, artificial intelligence has emerged as a viable business tool that will continue to change the way people work over the foreseeable future. Second, businesses need to compete in an increasingly sophisticated business environment, without the advanced tools vital to manage the information and people that will make them successful.
We are expanding our team to find someone who can both practically apply AI technologies to internal business problems, and theoretically guide our customers about the use of AI technologies that integrate with Slack.
This is an office-hybrid role available open to candidates in Atlanta, Indianapolis, Seattle, or Chicago.
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 spend half or more of your time aligned to an internal product development team, developing Apps or Bots and using AI technologies to a big impact and keep Slack on the bleeding edge of Customer Success innovation
- Gather requirements from internal stakeholders and cross functional teams for the apps and bots and innovations above
- You facilitate customer-facing workshops and discovery - often with our customer's technical team to understand technical use-cases and integration points
- 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
- Sound understanding of at least one object oriented programming language such as: Java, Javascript, Node.js, SQL, Python.
- Interest, Educational Background or Delivery Expertise in Generative AI technologies such as Neural Networks, Large Language Models, Prompt Engineering, Vector Databases and other associated technologies.
- Hands-on proficiency with data exchanges and API's.
- Not required but extra points if you have prior experience in developing Slack applications
- 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.
- You have excellent presentation skills for presenting both business oriented solutions and sophisticated technical concepts.
- You have experience collaborating with the customer and resolving technical problems for them
- Track record of success delivering customer value by translating complex technical issues into tangible solutions at scale
- Bachelor's degree in a technical discipline or additional experience required
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Salesforce welcomes all.
For Washington-based roles, the base salary hiring range for this position is $128,300 to $176,500.
Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.