Director, Technical Support & Customer Success for Slack

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Customer Success Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. About Slack Slack (Salesforce Company) is on a mission to make your working life simpler, more pleasant and more productive. 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 dynamic people in the industry? If so, Slack just might be the place for you. Slack has a positive, diverse, and encouraging culture — we look for people who are curious, inventive, and work to be a little better every single day. In our work together we aim to be smart, humble, hardworking and, above all, collaborative. The Role We are seeking a proven, tactical and strategic Director to lead our integrated Technical Support and Customer Success organisation. This leader will oversee teams of managers and individual contributors who support customers across the entire lifecycle — from technical issue resolution to proactive success planning and value realisation. You'll lead a highly visible team, interact extensively with global leadership, and drive both operational excellence and strategic customer outcomes. What You Will Be Doing Leadership & Team Development: Own post-sales health of the EMEA Slack business across customer success and support. Build, lead and develop a world-class team of Technical Support Engineers and Customer Success Managers. Be accountable for the success of direct reports, providing coaching, mentorship and support to help them develop professionally as well as achieve their delivery goals. Resource and organize teams in an effective way to drive customer outcomes. Create a vibrant, inclusive culture that inspires people to do their best work. Find, hire and retain the best technical and customer-facing talent. Actively participate in setting team/department objectives & ensure they are met. Represent the voice of the customer to stakeholders across the organization. Customer Experience (Support): Manage key metrics which will measure the effectiveness of the team in meeting key goals such as customer satisfaction, productivity, time to resolve, and service level objective attainment. Continuously seek to improve processes and working practices to ensure that these goals are achieved, and that Salesforce remains at the forefront of the industry in the provision of customer service. Act as an escalation point for high severity customer issues that arise from within the team; directly from customers or from other Salesforce functions. Work with Sales, Product and Engineering, and the broader Customer Success organization to continue to improve the overall support experience. Drive continuous improvement and manage complex processes to deliver a world-class customer experience. Customer Success: Manage key metrics which will measure the effectiveness of the team in meeting key goals such as adoption, attrition, customer health, engagements, executive business reviews, renewal, and expansion Ensure customers launch Slack successfully, adopt it widely and gain continuous business value. Establish long-term executive relationships that help customers realize the f ... (truncated, view full listing at source)