Enterprise Solutions Consultant, Gladly
$153-212k
OTE
+ Equity
Customer service platform
Be an early applicant
Customer service platform
201-500 employees
Be an early applicant
$153-212k
OTE
+ Equity
201-500 employees
Company mission
To make customer service radically personal.
Role
Who you are
- Our Solutions Consulting Team is growing and looking for skilled storytellers, value-centered consultants, and strategic problem solvers
- 5+ years experience as a Solutions Consultant/Engineer/Architect or Value Consultant
- Ability to work as part of a team to solve business and technical problems
- Successful track record of tackling technical and security objections, including being able to present integrations with other platforms via APIs and Webhooks
- Exceptional verbal, written, presentation, and interpersonal communication skills while maintaining poise in moments of ambiguity
- Proven time management skills in a fast-moving startup environment
- Ability to take ownership of solutions and next-steps for our prospects and customers, including documenting and presenting product enhancements to internal Gladly teams
- Enormous initiative in discerning what is right for the prospect and being able to map that back to their own business goals and desired outcomes
What the job involves
- Reporting to the Head of Enterprise Solutions Consulting, you’ll play a critical role in helping our prospects understand the value of Gladly
- You’ll leverage deep product knowledge and technical expertise to demonstrate how companies can use and deploy our solution, realize business value, and drive loyalty through exceptional customer service
- Be a trusted advisor to our customers. The SC Team serves as trusted business and technical advisors to our prospects and customers. We work to understand processes, requirements, and challenges to drive value-based solutions and business outcomes.
- This consultative approach helps our customers prepare for long-term success as they elevate their approach to customer-centered service in the new Loyalty Economy. Some examples of our approach include:
- Partnering with Account Executives to build champions for Gladly at all levels within our prospects
- Thoughtful, outcome-driven discovery and value consulting
- Shadowing our prospect’s CX teams, tools, and processes to better understand current state and desired outcomes — both known and net-new
- Being technologists with incredible business acumen — drawing out root causes to customer concerns and applying exceptional problem-solving skills to provide solutions
- Consultative delivery of our discovery and recommendations to an executive audience
- Owning the RFP response process as well as architectural/security review activities with our prospects
- Working with Professional Services to define and document implementation scope
- Delighting our prospects and focusing on driving long-term customer happiness, beginning with their first meeting with Gladly
- Be Gladly’s most impactful storyteller. Gladly is disrupting the CX industry with our approach to true customer-centricity — with that comes the need to tell impactful and exciting product and outcome driven stories at all stages of the sales cycle.
- The SC Team routinely presents, educates, and elevates the Gladly Platform in the form of live demos and our strategic narrative. You’ll find yourself contributing by:
- Leading introductory and deep-dive demos and product walkthroughs, painting a vision of what truly customer-centric service looks like
- Contributing to prospect-specific custom demos and narrative presentations
- Participating in virtual and in-person events by providing industry-driven thought leadership and insight in partnership with our Marketing teams
- Becoming proficient with Gladly’s narrative methodology and providing valuable feedback to our Marketing and Product Marketing teams
- Accelerate sales in partnership with our account teams. Our Solutions Consultants partner directly with Account Executives at all stages of the sales process.
- You’ll directly contribute to and influence the outcome of sales cycles while providing critical insight, and direction into the final solution for the prospect
- Contribute to Gladly’s overall growth and success. In addition to being a core piece of our Sales organization, Solutions Consultants are in a unique position to gather critical field feedback from prospects and customers around product, process, marketing, and competitive intelligence.
- You’ll be in a position to influence the direction that Gladly takes in regards to these categories, driven by the feedback you’ll gather
Our take
Gladly is a cloud-based platform integrating multiple customer service channels into a single UI. It helps companies cater to the upward trend in personalized service by allowing them to communicate with their customers seamlessly across any channel from voice, email, messaging, chat and social media.
The rise in eCommerce has meant demand for services like Gladly is growing. To stand out, the company has focussed on building out its platform with new features. Most lately, this has included an AI and automation-driven customer service platform.
As a certified app partner to Shopify, Gladly benefits from the ability of Shopify merchants to integrate directly with its platform. The company has raised considerable funding, the latest of which supports accelerated growth on the back of releasing its unified customer service platform.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
15% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Sep 2024
$40m
LATE VC
Dec 2022
$55m
LATE VC
Total funding: $208m
Company benefits
- Stock options
- Medical, Dental, Vision and Life insurance
- Generous paid time off
- Generous paid Parental Leave
- 401K
- Flexible Spending Accounts
- Wellness and home office stipends
Company HQ
Bernal Heights, San Francisco, CA
Leadership
Dirk Kessler
(Co-founder)They were a Senior Software Engineer at Claris and Architect for 4 years at FileMaker. They also were the Principal Engineer at Vontu. Worked at Symantec for 7 years, leaving as Distinguished Engineer. They were also an Entrepreneur in Residence at Greylock Partners.
Michael Wolfe
(Co-founder & CPO)Current Portfolio Advisor at Point Nine Capital. They worked as a Developer at Goldman Sachs and as Director of Engineering at iPro+. Previously a VP of Engineering at Kana Communications. Co-founded Vontu and was CEO of Pipewise.
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