What you’ll do:

• You will partner with leaders in our success team to identify the necessary metrics, sources and frequency to inform business decisions and improve efficiency
• Reinforce business goals through mapping, documenting and implementing processes
• Analyze customer data across accounts to create business rules and triggers for  proactive engagement with our clients
• Improve efficiencies through automation, additional tools and resource creation 
• Work cross functionally with the greater solutions team and technical partners to optimize the platform for customer success goals 
• Manage revenue forecasts for renewals, expansion and at-risk revenue
• Identify signals of at-risk clients and design a playbook to proactively drive clients back to success with our team
• Establish success metrics across teams. Track and report those to our leadership.
• Identify  and provide  actionable insights and recommendations. You will lead the development and management of projects and activities to improve our Marketing and CS efforts
• Assess ROI impact of marketing investments in demand gen and self serve growth
• Partner closely with Sales Strategy & Ops on cross-functional initiatives to manage a smooth, efficient organization that excels at cross-functional collaboration and execution
• Diagnose, coordinate and align our growth initiatives across Product, Marketing, Analytics, Research and Customer Success to achieve our business goals
• Communicate solutions confidently and effectively across Slack
• Build a consultative relationship across the organization, and meet with strategic partners that align with our highest priorities

About Glia

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 passionate professional to join our Sales Ops team in the US as Marketing & CS Ops Manager to design and execute strategic growth within our Customer Success and Marketing orgs. You will drive operational excellence, establish best practices and build a strong culture of data driven decisions within a high touch environment. 

This hire will create a foundational impact on a fast growing company that is reinventing the way customers are served online. You will have the opportunity to build scalable processes and drive value for our clients. This hire will work with leadership to understand business goals and partner together to create a world class success team! 

Requirements:

• 4-6 years of related work experience in B2B Marketing, CS or Sales 
• Experience working with Salesforce CRM
• Advanced analytical skills (including data modeling) and business insight
• Experience dealing with unstructured business issues 
• Ability to build clear and concise presentations
• Effective communication with peers and senior leaders
• Strong project management skills