As an Enterprise Customer Success Manager on the Gladly Customer Success team, you are responsible for building long-term strategic relationships, increasing product adoption and ensuring seamless renewals. You will be responsible for our largest customers. You'll work closely with key stakeholders to understand their business objectives and translate that into how best to use Gladly to help them achieve their intended outcomes. As a customer advocate, you'll liaison between our customers and our internal organization, ensuring that their needs and/or requirements are communicated and managed throughout Gladly while balancing these asks with the business needs. You’ll gather customer feedback and product requests while focusing on aligning customer adoption with our current product capabilities. You will own a retention and renewal number on a quarterly and annual basis, as well as help to expand and/or up-sell, as appropriate. In addition to traditional CSM responsibilities, you will help to define and iterate how we approach various programs, customer communications, customer engagement, and strategic planning initiatives.

What you’ll do:

• Own the success of Gladly customers in achieving the value of relationship-based customer service using the Gladly platform.
• Build lasting relationships through consistent engagement with customer executives and managers to instill understanding of product vision, value proposition and features. Proactively engage clients to drive product adoption and optimal product experiences.
• Partner with Sales Account Executive to develop and execute on account plans, ensure alignment within Gladly teams on account strategy. Develop & maintain relationships with other key internal customer champions, including engineering, product and marketing leadership to help strategically guide the direction of the product based on voice of the customer feedback.
• Serve as a product expert for customers, including deployment best practices as well as configuration of product settings/rules to address customer business and technical needs.
• Act as a strategic advisor with the ability to make recommendations on how to best leverage the Gladly platform as well as improve processes that may fall outside of the contact center.
• Resolve account issues quickly, leveraging resources from across the company as needed.
• Contribute to Gladly's Customer Success program development, strategic planning, and customer engagement approach to drive consistency and scale as the company grows.
• Participate in pre-sales activities with prospective customers such as meetings, workshops, and webinars.

Required Skills/Experience

• Previous experience in a B2B client facing role (sales engineering, consulting, professional services, CSM, or technical account management).
• Previous experience implementing SaaS software applications and/or providing technical and strategic advisory services.
• Genuine passion for building and maintaining strong relationships with a diverse set of internal and external stakeholders, from engineering, product, marketing, etc.
• Entrepreneurial. Highly Ethical. Hands on. Passionate. Curious. Persistent. Creative. High standards for personal productivity. Enthusiastic about building Customer Success in a start-up environment.
• Great communication skills - able to provide clear & concise guidance through emails, over the phone, or in person, with a casual and confident tone.
• Excellent organization, project management, time management skills is a must.
• Able to gain consensus and get business and technical teams to work together toward timely issue resolution.
• Able to build and support a business case to customer teams.
• A strong awareness of business processes and ability to translate business processes into enterprise application implementations.
• Effective team player dedicated to continuously improve upon our process of advocating for the customer.
• Innately understand how to balance advocacy for Gladly and the customer by looking for win:win outcomes.
• Comfortable and willing to engage on-site with customers where needed.

Nice to have:

• Previous experience with a major systems integrator and/or cloud-based/SaaS solution offerings company.
• Expertise of customer support software and/or telephony processes.

Compensation
$103,000 to $160,000 per annum OTE (base + variable); equity, and benefits

For cash compensation, we set standard ranges for all U.S.-based roles based on function, level, and geographic location, benchmarked against similar stage growth companies. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors, including geographic location as well as candidate experience and expertise, and may vary from the amounts listed above.

How do you contact companies you do business with? Voice, chat, email, SMS, social media? Gladly was built to help rethink how the world’s top brands communicate with their customers.

We're currently hiring software engineers to join our growing team in San Francisco.

What’s life at Gladly like?

We’d like to give you a good idea of what it's like to work at Gladly. We value the strength of our team above everything else. We believe in open communication and in sharing opinions, not in micromanagement. We openly discuss all aspects of our business, and avoid internal politics. We learn from each other, and we help each other learn. We focus on a common goal, which is the success of our customers, and through it the success of our business and our people. We have a collaborative culture of mutual respect - many of us are working together for a second and even a third time. We have a strong work ethic, but value life outside of work, so we don't spend our entire lives in the office. Come join us!

About the Role

We're in search of a software engineer with experience in machine learning to use Gladly's unique dataset and to develop high-impact products. You will collaborate with a cross-functional team of engineers, product managers and designers to identify product opportunities, validate and tune machine learning models, and integrate them directly into our platform. This is a greenfield opportunity where you’ll be involved in making critical decisions that will have a far reaching impact on our product and data pipeline from the ground up.

What You'll Do

• Analyze and derive insights from large, complex data sets, including real-world conversational data.
• Iteratively develop, test and integrate state-of-the-art machine learning and neural network models to improve our customer service platform.
• Build and prototype analysis pipelines to ensure quality and scalability from ingestion to transformation and storage.
• Apply coding skills to integrate your models directly into the product, collaborating with other engineers and designers.

Some example projects include:

• Apply deep learning techniques to automatically respond to customer inquiries.
• Design a speech recognition system for high quality multi-speaker call transcriptions.
• Develop optimal routing algorithms to prioritize and match customers with agents best suited to handle their questions.

 

This position offers multiple degrees of freedom. Whatever your role is here, you'll able to branch out and work on different projects as needed.

We are looking for a candidate who:

• Is highly inquisitive and can derive patterns and insights from large structured and unstructured datasets.
• Has a keen desire to solve business problems through tailored data science and machine learning techniques. Can see the big picture and understand requirements from other points of view, beyond just the spec.
• Excels at making complex concepts simple and easy to understand by those around you. Able to communicate both high level principles and nuances of machine learning methods to product managers and engineers.
• Has a deep understanding of statistical and predictive modeling, feature selection and dimensionality reduction, and classification, ranking and recommendation techniques.
• Has solid coding ability in a high level language and fluency with machine learning libraries. We mainly use Go, JavaScript and Python.

 

Desired Experience:

• Production experience with NLP, ASR and search.
• Experience working with large-scale data frameworks.

 

The ideal candidate is a software engineer currently practicing machine learning techniques in a production environment. However we are also open to candidates with deep expertise in machine learning who are transitioning from academia.

Just to highlight why you'll love working here at Gladly:

• We're still a small and bureaucracy-free company, so you'll be able to see projects from concept to production, ship and iterate quickly.
• We have a collaborative culture of mutual respect - many of us are working together for a second and even a third time.
• We believe in open communication and in sharing opinions, not in micromanagement.
• We have a strong work ethic, but value life outside of work, so we don't spend our entire lives in the office.

 

Gladly offers competitive salaries, stock options, and generous paid time off as well as:

• Medical, Dental, Vision and Life insurance
• Paid Parental Leave
• 401K
• Flexible Spending Accounts
• Fitness Stipend
• Equipment of your choice
• Commuter Benefits

 

Gladly is based in San Francisco and funded by Greylock Partners, NEA and GGV Capital. Learn more about the company and our team here.