Our award-winning technology powers conversations with customers for some of the world’s largest enterprises. We believe that combining the human touch with technology is the best way to create amazing customer experiences. When human abilities such as problem-solving, creative thinking and relationship building are enhanced with technology... magical moments happen.
We're growing rapidly, and seeking a world-class leader to build our Strategic Customer Success Team. This team is responsible for ensuring the success of our largest and most strategic customers.
Our Strategic Customer Success Team is comprised of former top-tier technology and strategy consultants who drive incredible value for our customers as trusted advisors. Given our subscription-based business and land/expand model, this team is absolutely vital to Glia’s long-term growth and profitability. We will not be successful unless our customers continue to achieve massive value from our service through the adoption of the platform and expansion to new products.
We are looking for a leader to own driving success for our customers. We seek a consultative, high-empathy leader who can employ a strong strategic vision to evolve our CSM practice toward a consultative, world-class experience for our larger and more strategic customers. You will set the overall vision and strategic plan, focusing on driving product adoption, leading a positive customer experience, and driving growth through the adoption of digital customer service, gross renewals and net retention improvements.
This role includes responsibilities for managing and scaling a Customer Success team including activities (e.g., onboarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, up-sell, etc.).
What you'll do
Bonus: Experience working in, selling to or enabling change within Contact Centers
*Glia is an equal opportunity employer. Glia does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.
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To help businesses reinvent how they support customers in a digital world.
Customers should be able to engage with a brand from where they’re most comfortable and move seamlessly to other modes of communication as needed. Brands should be able to see the customer’s screen to instantly understand the customers’ point of view, and be their co-pilot to a satisfying experience.
Glia’s Digital Customer Service solution brings the in-person experience to all customer interactions - whether they start online or on the phone.