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Success Guide Activation (Migrations) - Slack

Slack is expanding the Success Guide Activation team and looking for team members who can bring curiosity and excitement to evolving the way we help our customers move to Slack's enterprise product and provide a successful day one experience. You are a strong cross-functional partner with problem-solving skills who loves helping customers. You will leverage Slack as the platform to manage our customers’ data migrations and enterprise launches establishing the foundation for growth, maturity and retention.

You will contribute to building an inclusive, empathetic, customer-centric culture. You'll play a critical role in consulting, implementing and executing on the data migration process for Enterprise customers across a broad range of users, teams, and geographies in a timely manner. You will be asked to develop a point of view on what our customers need and how to best build the team’s practice to meet those needs.

What you will be doing

• Onboard to the Slack customer data migration process, develop a deep understanding of our tooling, common customer pitfalls and FAQs.

• Manage multiple customers’ data migrations concurrently at different stages of the migration process.

• Quickly build rapport and trust with customers asynchronously in customer collaboration channels.

• Set clear expectations of the data migration process with the customer. Provide clarity and ensure alignment.

• Provide customer instructions on Slack organization setup.

• Provide guidance on customer SSO setup and confirm SSO configuration.

• Manage pre-migration activities including a pre-migration report identifying issues with external channels, duplicate users, role conflicts, and SSO access. Support customers in troubleshooting issues and ensure all issues are resolved in a timely manner.

• Provide customers with estimated downtime and total duration for data migration.

• Coordinate with customers to schedule migration, confirm in Slack’s scheduling tool, and obtain customer approval.

• Provide communications to customers summarizing key dates, timelines and day-of migration expectations.

• Troubleshoot migration issues, enlist Customer Experience and other cross-functional teams and provide escalations as needed. Report issues to the Account Team.

• Upon completion of the data migration, provide customers with self-serve resources to get started with the Slack platform and provide clarity on how to receive additional support.

• Surface any customer insights back to the Account Team.

• Experiment with new tooling and processes to drive greater efficiency in data migrations.

• Lead knowledge sharing in our internal migration support channels.

• Actively compile and share customer feedback and opportunities for improvement with leadership and cross functional teams.

• Understand and able to support other Success Guide engagements including: Launch, Adoption, Maturity, Risk and EBRs.

• Be an empathetic colleague to teammates and customers throughout the customer engagement.

What you should have

• 5+ years of relevant work experience in a customer-facing role, preferably within a SaaS organization.

• Comfort leading customer engagements that may contain both technical and non-technical work streams.

• Excellent communication skills, both with customers and within the organization.

• Ability to resolve issues and risks in a cross functional and collaborative way.

• You can build relationships both internally and externally.

• You're naturally curious, love learning new things, and are proactive in sharing knowledge with others.

• Strong sense of urgency in driving projects to completion while achieving the desired business outcomes.

• An innovative mindset to experiment new systems and processes.

• Project management experience, ability to keep customers on projected timelines.

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