Revenue Operations, Glia
Senior Associate
AI-based customer service platform
Posted today
AI-based customer service platform
201-500 employees
Posted today
201-500 employees
Company mission
To help businesses reinvent how they support customers in a digital world.
Role
Who you are
- 3+ years of work experience in any of the following tracks
- B2B SaaS CS Operations or
- B2B SaaS Sales Operations or
- B2B SaaS Customer Success or
- Management Consulting or Private Equity / VC
- Familiarity with Salesforce CRM
- Strong analytical skills and business insights - assumes expertise with Microsoft Excel or Google Sheets
- Experience with CS Management Systems is a plus (i.e. Gainsight, Catalyst, Planhat, ChurnZero etc.,)
- Experience incorporating AI into GTM team workflows is a plus
- Experience dealing with ambiguity in a fast paced environment
- Ability to build clear and concise presentations
- Effective communication with peers and leadership
- Experience and excitement being a curious, “self driver”
- Strong action orientation - willingness to “roll up your sleeves”
- Strong project management skills
What the job involves
- We are looking for an enthusiastic, analytical, and detail-oriented professional who will support and advise our Chief Customer Officer and the organizations they lead - Customer Success, Professional Services (Implementation, Solution Architects, etc.), and Customer Operations
- We're growing rapidly, and seeking a passionate professional to join our Revenue Operations team as a Senior Associate to design and execute strategic growth within our Post-Sales organizations
- You will drive operational excellence, establish best practices and build a strong culture of data driven decisions within a high touch environment
- This hire will create a foundational impact on a fast growing company that is reinventing the way customers interact with their critical, ‘High-Trust” institutions (Banks / Credit Unions, Insurance providers, Healthcare companies, etc.)
- You will have the opportunity to build scalable processes and drive value for our clients
- This hire will report directly to the Sr Director of Post-Sales Operations and will work with leadership to empower a world class Post-Sales team!
- You'll play a central role in building the strategy and operations necessary to scale our CS and Professional Services teams
- Identify necessary metrics, sources and frequency to inform business decisions and improve efficiency of the CS and Professional Services orgs
- Implement and Optimize CS and Professional Services platforms/tooling, including incorporating the use of AI and other automation
- Drive Monthly Business Reviews to help Leadership evaluate org. performance and determine necessary changes / improvements to the business
- Develop and implement crucial operational processes that help our teams be more efficient and effective - i.e., Sales→CS Handoff, Executive Business Review prep, etc
- Build and evolve critical reporting for leadership team - i.e., churn forecasts, capacity planning, etc
- Advise on and support Post-Sales Annual Planning Process
- Identify and support the creation of important resources for team - i.e., Customer turnaround playbooks, M&A preparation playbooks, etc
- Partner with other GTM teams including Marketing, Alliances, and Sales to drive alignment across the org
Our take
Relationships between credit unions and their members are essential in aiding the process of securing new customers, solving transaction disputes, and maintaining accounts. However, legacy computer systems and outdated communication channels, such as automated phone services, are preventing this.
Glia provides an integrated customer support platform for financial services that provides communication channels in the form of video banking, instant messaging, and voice chat. AI-assisted virtual assistants are also provided as part of the plan, providing prompts and suggestions to support staff based on the on-screen scenario.
The startup has reached unicorn status in 2022 with a valuation of $1 billion, and more than 250 banks, credit unions, insurance companies, and other financial services businesses currently use its tools. Its funding is being channelled into research and development to build more tools leveraging artificial intelligence - including an AI platform for financial institutions - and analytics solutions.
Steph
Company Specialist at Welcome to the Jungle
Insights
20% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2022
$45m
SERIES D
Jan 2021
$78m
SERIES C
Total funding: $152m
Company benefits
- Gym & wellness support
- High-Growth Environment
- Lots of Office Snacks
- Great Healthcare and Vision
- Amazing Community
Company HQ
Flatiron District, New York, NY
Leadership
Justin DiPietro
(CSO)Previously a strategy consultant at Accenture for 2 years.
Daniel Michaeli
(CEO)Previously a Consultant at Accenture. Currently hosts CX Show, a talk radio show about customer experience.
Carlos Paniagua
(CTO)Worked in various software development roles before spending 2 years as a cloud computing researcher at Tartu University in Estonia whilst completing an MSc.
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