Implementation Consultant

Slack is looking for an Implementation Consultant to partner with our other Professional Services teams to plan, set up, lead, and deliver Professional Services launch engagements to customers across the UK and France. To succeed in this role, you should be a captivating facilitator, experienced consultant, outstanding project manager, and partner to customers and internal teams alike. You will support customers by enabling teams to launch Slack successfully, adopt it widely, and realize significant business value.

Implementation Consultants play a meaningful role in planning and set up, scope management, risk issues, communication and ongoing status reporting, providing guidance and solutions on various user experience and learning needs, and overall launch delivery success.

What you’ll be doing:

• Developing adoption strategies to guide users to realize the most value from using Slack
• Customizing delivery and change management plans with customers based upon various inputs in both structured and ambiguous environments
• Proposing mitigation & resolution strategies and completing them, reviewing resolution strategies with leadership as needed
• Maintaining primary relationships with customer counterparts and project team members, periodically working with higher level stakeholders (Dir, VP, CXO) as needed
• Sharing product knowledge with customers and suggesting ways to incorporate new features into current work
• Finding opportunities to build the Services footprint and long-term relationships within accounts
• Providing accelerated guidance on user experience design and implementation of the Slack platform
• Managing to deliverables and milestones on high complexity engagements
• Designing and delivering learning and communication programs, including guidance to the customer on how to communicate with users for launch, key messaging, and how to use Slack as a platform
• Providing support to customer project teams and SMEs on Slack setup and standard methodologies
• Continuously improving our delivery programs and providing feedback to Slack leadership

What you should have:

• Business process transformation and/or change management delivery experience within a SaaS environment
• Proficiency in English and French
• Project management expertise
• Experience in end-to-end system implementations
• Excellent consultative and communication skills both with customers and with internal partners
• Consistent track record resolving issues and risks in a cross-functional and collaborative way
• Strategic, problem-solving mentality, passionate about customer success
• Ability to present and have discussions at the C-level
• Ability to facilitate learning content in a way that is structured and appropriate for different audiences
• Ability to produce custom maturity and/or persona-based plans with customers
• Ability to identify ‘root causes’ to problems and take appropriate action
• A high sense of urgency in driving projects to completion coupled with outstanding project management skills
• Ambition, creativity, and a dedication to driving customer loyalty and adoption
• Subtlety, tact, and poise under pressure

Preferred Qualifications:

• 5+ years in a SaaS environment
• 5+ years in a B2B customer-facing role
• 2+ years experience in Management Consulting delivery
• Operational experience building out functions and programs
• Fluency in an additional language is an advantage