Onboarding Specialist

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.

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.