Senior Solutions Consultant

Our Solutions Consulting Team is growing and looking for a top-performing Solutions Consultant to join our team to support our Velocity (SMB & Mid-Market) Sales Team. Reporting to the Head of Solutions Consulting, you’ll play a critical role in helping our prospects understand the value of Gladly. You will help support our 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.

What you'll do...

• 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.

About You

The ideal candidate looks like this:

• B.S. Computer Science, Engineering, MIS, MBA, or equivalent work experience preferred
• Proven 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
• Solid 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

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.

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

Our focus is on people and that starts with our employees. As an employee you can count on:

• Competitive salaries, stock options
• Medical, Dental, Vision and Life insurance
• Generous paid time off
• Generous paid Parental Leave
• 401K
• Flexible Spending Accounts
• Wellness stipend

About Us

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 fully 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.