Experience Consultant

Job Category

Customer Success

Job Details

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 Experience Architect, APAC**:
At Slack, we believe that our success is directly tied to the value our customers derive from our product. We demonstrate Slack’s platform flexibility by designing and delivering the right experiences for our customers, their teams and the individuals within it.

Slack is looking for an Experience Architect to work with our other Functional Consultants within Professional Services, to plan, set up, lead, and deliver customer engagements. To succeed in this role, you will be a captivating facilitator, experienced consultant, and a compelling partner to customers and internal teams alike. You will support customers by enabling teams to launch Slack successfully, adopt it widely, mature usage, and realise significant business value.

**A little bit about the role**:
Slack Experience Architects work with our most strategic customers to design user experiences, transform processes with Slack, and use organisational change practices to prepare users for new ways of working.

You will facilitate workshops and work collaboratively with our customers to understand current state processes, design and recommend improved user experiences with specific use cases, and develop strategies to guide our customers to realise the most value from using Slack.

**What **will you **be doing?**:

- Conduct discovery to understand current state business processes, business objectives, customer workflows, employee needs and collaboration across an organisation
- Design future state business processes and user experiences on the Slack platform
- Serve as expert on Slack to develop recommendations for increased adoption and maturity
- Consult with our customers throughout the entire engagement, and work in partnership with cross-functional teams to enable a high quality of delivery
- Build project launch plans and implementation roadmaps to increase adoption and maturity
- Develop change, adoption, and maturity strategies to guide customers to realise the most value from using Slack
- Work with executive sponsors to develop and articulate the vision and strategy for agile collaboration
- Define and/or adopt new methodologies within the Professional Services organisation as needed

**Preferred Skills**:

- Experience in end-to-end SaaS implementation and solution design
- Excellent consultative and communication skills - both with customers and with internal stakeholders
- Experience identifying, presenting, and resolving issues/risks in a cross-functional and collaborative way
- Strategic thinker and problem solver passionate about customer success
- Ability to present and have discussions with senior leadership / at the C-level
- Project management & operational experience
- Capable and confident project manager.
- Ability to work with a diverse cross-functional team to deliver customer engagements
- Ability to handle a high volume of work, and work effectively in a fast-paced environment
- Ambitious and hardworking with creative ideas to inspire customer loyalty and adoption
- Diplomacy, tact, and poise under pressure when working through customer issues.

**Salesforce Employee Benefits**
- Employee Stock Purchase Program
- Family Health Insurance scheme
- Financial Wellness Assistance
- Wellness and Education Reimbursements
- Employee Assistance Program
- Market leading Parental Leave
- Parent and Caregiving Support
- Fertility and Adoption Reimbursement Program

For more information visit our APAC Benefits page here

Salesforce Australia is committed to walking together with the Traditional Custodians of this land, Australia’s First Nations peoples, as we forge a path to reconciliation. Please see our Reconciliation Action Plan for more information.

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