Gladly is a Radically Personal Customer Service Platform that puts people at the center of a single, lifelong conversation. We enable companies to talk to their customers the way people talk to their friends: seamlessly across voice, email, SMS, chat, and social media.
As our PR & AR Manager you will have the opportunity to shape, own, and drive the company's public relations and analyst relations functions.
- Work closely with Product Management, Marketing and Customer Success to telling the Gladly story to the market and customers through owned and earned channels
- Build deep relationships with media, analysts, and influencers on behalf of Gladly
- Use customer stories, product data and insights, and competitive differentiators to create newsworthy stories that resonate with media and analysts and that Gladly's market and customers care about
- Drive awareness and demand for Gladly via communications and content initiatives
- Work closely with the core leadership team to evolve the Gladly story and disseminate that story to our audience of customers, prospects, and industry influencers
- Develop an editorial strategy and calendar that includes owned and earned channels, and manage the resources to execute against that strategy
- Generate opportunities for coverage and inclusion in reports, lists, etc. by building relationships with media, analysts and other thought leaders in the customer service/experience technology space
- Position Gladly as a leader in customer service software by elevating our customers and sharing their wins
- Help define the future company narrative as our category (and company) continues to grow and evolve
Profile / Requirements
The ideal candidate for this position:
- 10+ years of experience in public relations (PR), analyst relations (AR), communications, content marketing, or a related field
- Experience working at/for B2B software companies (mix of in-house and agency ideal)
- Proven ability to attract and develop talented marketing and communications professionals
- Data-driven, knows how to connect PR/AR and communications initiatives to business drivers
- Exceptional storytelling and writing skills, an inspiring editorialist with a flair for voice/tone and command of the latest trends in PR/AR -- and you've used this experience to generate a drumbeat of ongoing coverage in target publications to drive brand mentions, blog traffic, and lead generation.
- Demonstrated ability to understand and succinctly communicate the capabilities and benefits of a software product or software-enabled service offering
- Turns feedback into a learning experience, applying it wisely
- Excels at execution, but is pragmatic about scope and timelines
- The ability to structure your own time and prioritize accordingly.
- Experience working in a fast-paced environment, highly responsive to customer and market needs.
At Gladly we value:
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.
Finding strengths in our differences - We believe that diversity and inclusion is foundational to our success. Bringing together a multitude of perspectives leads to amazing things happening.
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
You can also count on:
- Competitive salary and stock options
- Medical, dental, vision and life insurance
- Generous paid time off
- Generous paid parental leave
- 401K
- Flexible Spending Accounts
- Wellness stipend
Founded in 2014 by a team of repeat entrepreneurs with multiple successful exits, Gladly is reinventing customer service. By managing customers instead of tickets, we are disrupting a $70B market and are proud to count Warby Parker, Crate and Barrel and many other innovative brands as customers. Gladly has raised over $110M from Greylock Partners, NEA, GGV Capital, Glynn Capital and JetBlue Tech Ventures.
Gladly has made the decision to become a full distributed company, allowing employees to live anywhere in the United States, and candidates to come from nearly any geographical region. That said, we also highly value our collaborative and creative culture and commit to meeting in real life as a company at least once per quarter when it is safe to do so.
What We Do
Gladly is reinventing customer service to put people at the ❤️ of it. With a customer service platform that enables B2C companies to focus on people talking to people throughout a lifetime of naturally productive conversations, Gladly helps brands communicate with their customers seamlessly across all channels.
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