Customer Success Operations Manager, Gladly
$131-154k
OTE
+ Equity
Customer service platform
Be an early applicant
Customer service platform
201-500 employees
Be an early applicant
$131-154k
OTE
+ Equity
201-500 employees
Company mission
To make customer service radically personal.
Role
Who you are
- 4+ years Sales Operations experience at a software company
- Deeply knowledgeable of Salesforce functionality and best-practices, Certification is a plus
- Familiarity with common sales technology stack (including Outreach, ZoomInfo, LinkedIn Sales Navigator) and is able to design cross-tool process
- Excellent communication skills - equally comfortable working with technical and non-technical stakeholders and can help others articulate their needs and translate them into projects
- Excellent project management skills, including organization and prioritization
- Detail-oriented and process-driven
- Driven by a need to uncover and solve problems
What the job involves
- We are looking to expand our Sales Operations team by hiring a Sales Operations Manager
- This individual will help build a foundation upon which the business will scale rapidly over the coming months
- Key activities include thoughtful design of foundational sales structure, building out process and reporting for a scaling team, and ensuring data integrity to help drive to insights
- Success in this role means that you will build and simplify internal processes, provide visibility into performance via reporting and insights, and accelerate revenue-growth by identifying strategic pursuits for the sales team
- Gladly’s rapid growth and scaling requires the Sales Operations team to minimize friction and maximize efficiency
- This position reports to the Director of Revenue Operations and is an integral part of the Go-To-Market team, working closely with marketing, sales, and customer success teams
- Partner with sales managers to build better processes and policies, enabling sales managers and account executives to effectively and efficiently execute on day-to-day activities
- Proactively identify process challenges and either build or improve on these processes. This requires thought around documentation, communication, and enablement to ensure adoption throughout the sales organization and cross-functional teams
- Support the team in designing reports and dashboards
- Supervise key data and maintain our reporting processes (spanning all sales pipeline, efficiency metrics, and forecasting.)
- Be fanatical about data hygiene. Modify and improve the way we gather, store, and report on data via manual or automated processes
- Assist in the Marketing to Sales handoff, including ownership of lead upload, scoring, routing, and assignment; help streamline the process as we grow
- Drive improvements to our technology stack by recommending and integrating technologies that help our sales team to achieve their goals
- Communicate change across the organization and work to train others on new processes, policies, and tools
- Seek to automate where possible, and understand the benefits of automation in a scaling business
- Handle case queue to ensure our collaborators receive timely responses to their inquiries
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
Few candidates hear
back within 2 weeks
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 values
- Putting People First - We built our product putting people at the heart of it all. And we’ve taken the same approach to building our company
- Focusing On The Customer - We treat our customers’ goals as our own, and we work hard to achieve them
- Being Humble And Hungry - We applaud initiative and value leadership—but we also believe that nobody is above emptying the dishwasher
- Always Learning - Everyone’s personal best is ahead of them. Seeking new ways to grow is what keeps us motivated
- Owning It - We encourage everyone to seek and share feedback, take calculated risks, and learn from their mistakes
- Communicating It - With an open and transparent culture, collaboration becomes a lifestyle and everyone has a voice
Company HQ
Bernal Heights, San Francisco, CA
Articles
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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