Senior Solutions Consultant, Gladly
Mid-Market , East
+ Stock options
Customer service platform
Open for applications
Customer service platform
201-500 employees
Open for applications
+ Stock options
201-500 employees
Company mission
To make customer service radically personal.
Role
Who you are
- 3+ yrs experience in a Solutions Consulting role in B2B SaaS
- Proven successful track-record of sales engineering or solution consulting experience in a SaaS business, ideally with experience in Customer Service, Support, or CRM platforms
- Ability to work as part of a team to solve business and technical problems, and step into leadership when and where required
- Thrive in fast-paced environment
- Strong verbal, written, presentation, and interpersonal communication skills
- Proven time management skills in a fast-moving startup environment
- Successful track record of tackling technical and security objections
- Enormous initiative in discerning what is right for the prospect or customer and a staunch advocate for their needs
What the job involves
- Our Solutions Consulting Team is growing and looking for a top-performing Sr. Solutions Consultant to join our team to support our Mid Market Sales Team
- Reporting to the Director of Mid Market Solutions Consulting, you’ll play a critical role in helping our prospects understand the value of Gladly
- You will help support our East Coast Mid Market / Velocity Sales team by utilizing your deep product knowledge and technical expertise to demonstrate how companies can use and deploy our solution, realize business value, and deliver exceptional customer service
- Be a trusted advisor to our customers by understanding their processes, requirements, and challenges. Some also call this conducting discovery, but we call it earning the right to have a conversation
- Partner closely with our Sales team engaging with prospects and customers and with our engineering, product and design teams
- Engage customers in business, strategy, and ROI-based discussions to communicate how Gladly can help deliver value by changing the relationship they have with their customers
- Be an awesome technologist with lots of business acumen, able to draw out root causes to customer concerns, and apply phenomenal problem-solving skills to solve them
- Diagnose the status of a prospect or customer's ability to serve their own customer; credibly and with integrity, sell them on a new way of doing things, and an evolving vision for their future
- Tell compelling stories that are grounded in technology. These aren't just demos; we want you to paint a vision of what truly customer-centric service looks like!
- Respond to RFIs and RFPs. We have a very special way we do this... you'll see how we make this exciting and creative!
- Play an active role in the post-sales phase to ensure ongoing customer success. Come on, we told you customer success was important to us!
- Be the voice of your prospects and customers. We're a startup and we're evolving; you will play an important role in that evolution
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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