Description

About the Role

Onboarding Specialists are the first technical partners for our newest Slack Premier and Signature

customers. We help them hit the ground running by building a strong product foundation, achieving

early wins, and setting the stage for long term success on Slack and the broader Salesforce

platforms.

We act as trusted advisors during the onboarding phase, guiding customers through

pre-implementation readiness and collaborating with internal teams to make the process smooth and

straightforward. Your work will directly influence customer experience, setting the stage for long-term

engagement and success. By delivering outstanding value in the initial stages of the customer’s

journey, you will contribute to our customers’ success and reinforce Salesforce's reputation as an

industry leader.

Your Impact

Welcome and Onboard New Customers: Be the friendly, knowledgeable first point of contact after

the sale. You'll run initial discovery sessions, build personalized onboarding plans, and ensure a

seamless handoff from sales to implementation.

Accelerate Adoption: Help customers get to value faster by spotting adoption gaps, showcasing

high impact features, and creating tailored success plans. You'll track meaningful outcomes like time

to production, feature adoption, and integration reliability.

Support Migrations: Guide customers through enterprise plan migrations including SSO and any

Grid/Enterprise+ plan prerequisites and help troubleshoot blockers like complex integrations or API

challenges. You'll be their technical lifeline during this phase and help to keep things moving without

sacrificing thoroughness.

Champion Best Practices: Share guidance, translate business goals into practical

recommendations, and surface recurring friction points back to Product and Engineering. You're the

voice of the customer internally, and a trusted guide externally

What You’ll Do

● Become a Slack subject matter expert, with a focus on fast time to value for new

customers.

● Serve as the customer's first point of contact post-sale and welcome them into the

ecosystem.

● Run virtual 1:1 sessions to educate customers about the product and walk them through

key features such as Slackbot, Slack Connect, Workflows, Salesforce connectors, and

more.

● Use consulting skills to uncover business objectives and set customers up for long term

success.

● Build customized Success paths that map out the steps to meet each customer's goals.

● Build positive relationships with both internal and external business partners, contributing

to broader goals and growth.

● Actively leverage and contribute to the overall knowledge base and expertise of the

Customer Success community.

● Turn satisfied customers into enthusiastic Slack advocates.

What You Should Have

● 4+ years of experience helping customers get real business value from technology

● A track record of strong customer-facing engagement. You can hold a room, whether it's

a small admin team or a C-suite audience.

● Comfort navigating conversations at all levels, from administrators to executives.

● The ability to work independently, manage your own time, and stay focused under

pressure

● A consultative mindset. You ask good questions, uncover business objectives, and tailor

your approach accordingly.

● Strong relationship-building skills. You are personable, energetic, and able to make

customers feel genuinely welcomed.

● Technical fluency with software solutions and the ability to pick up new tools quickly

● Solid understanding of at least one object-oriented language (Java, JavaScript, Node.js,

Python, or SQL).

● Experience with Slack or Salesforce products.

Nice to Have

● Prior experience in a hands-on technical customer role ex. Technical Support, Solutions

Engineering, Professional Services, or Customer Success Engineering.

● Experience building conversational AI solutions, especially in regulated industries.

● Familiarity with project management principles and software implementation best

practices.

● Slack or Salesforce Admin/Consultant certifications.