Senior Offer Manager, Customer Success Professional

Senior Offer Manager, Customer Success Professional

**Job Category**:Program/Project Management

**Job Details**:We are building our Slack Professional Services Offer Management team and are looking for an Offer Manager who will be accountable for the lifecycle of paid services offers. This role will be working with an extended cross-functional team (e.g., Account Partners who sell services, Customer Success Managers, Services Delivery leaders, Sales Enablement, Product Marketing and many more). You will lead the development of the Slack paid offerings to ensure Slack customers maximize the value from their Slack license purchase. In this role, you'll validate customer needs, build compelling offerings, and assess the impacts for enablement, marketing, sales, and success.





You'll leverage knowledge of the Slack platform, industry experience and customer insights to design and build the best service offering solutions to a problem. You'll develop feedback loops to continually gather and analyze customer, sales and delivery team sentiment and offering effectiveness, which they use to inform new service offerings and evolve existing offers. You'll partner closely with Enablement teammates to ensure Account Partners are adopting and successfully positioning new offerings, ultimately setting up our customers for long term success.

Slack has a positive, diverse, and supportive 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.

**Primary Responsibilities**:
**Offer Development & Management**:

- Identify, develop, execute, grow new offerings and maintain existing services offerings.





Keep the customer’s experience in the center of decision making.
- Gather market feedback from customers and users, Slack cross-functional teammates, market reports, data and analytics, and trends and synthesize and identify unmet customer needs.
- Design and facilitate workshops and capability-building activities.
- Develop success metrics and define and execute roadmaps.
- Drive problem, market and service validation through interviews, workshops and research, confirming requirements are addressed by the offering design.
- Drive progress through effective, regular communication and accountability across many cross functional teams

Offer Planning & Operations
- Working collaboratively with Services, Legal, RevRec, Risk,





Enablement and Product Marketing leaders to appropriately package offering releases and ensure offering designs reflect business objectives
- Build, maintain, and communicate offer launch plans and track the deliverables, milestones, risks and dependencies
- Communicate and align stakeholders throughout the offer lifecycle to ensure they have the visibility and support needed to succeed, including defining offer governance and controls needed
- Coordinate offers and their interdependencies across projects
- Ensure existing offerings are maintained and ensure alignment through changes across content and teams

Offer Activation & Adoption
- Facilitate buy-in, evangelization, collaboration, and execution with key stakeholders
- Establish a regular cadence with field teams for offering launch,





activation & enablement efforts in addition to providing a continuous feedback loop for offers and portfolio needs identified by customers and the field
- Ensure execution across Delivery and Go To Market functions for successful offer activation, sales, delivery, and performance management
- Support the creation of enablement materials, including presentations, guides, videos, etc.
- Support the communication of our Services value prop, offering strategy, & offering portfolio through various channels internally and externally

**Minimum Qualifications**:

- 6+ years Sales, Customer Success, Professional Services Selling or Delivery experience (Manager)
- 8+ years Sales, Customer Success, Professional Services Selling or Delivery experience (Sr.





Manager)
- BS/BA degree

**Preferred Qualifications**:

- Experience in an enterprise SaaS environment
- Strong and demonstrable understanding of the Slack platform
- Adaptable, analytical, persuasive, empathetic and creative problem solver, who is exposed to, and is well versed in the business technology of cloud software
- Comfortable and willing to be a hands-on contributor
- Self-motivated decision maker, frequently taking initiative and recognizing opportunities.
- Comfort with ambiguity and complex problems.
- A passion for creating new methods and practices.
- Evidence of strong communication and listening skills
- Executive presence and credibility






- Successful track record of launching offerings in complex environments
- Team player, supporting and promoting team accomplishments with a proven ability to drive change through influence and collaboration

**Accommodations

**Posting Statement**:At Salesforce we believe that the business of business is to improve the state of our world. Each

▶️ Senior Offer Manager, Customer Success Professional
🖊️ Salesforce
📍 La Florida