Glia Launches

Unified Interaction Management

Harness the power of customer interactions to drive efficiency, growth, and loyalty
Get to Know UIM

Customer Success Operations Senior Associate

(USA (Remote))
Revenue Operations
Position already filled
Apply Now

Customer Success Operations Senior Associate

(USA (Remote))
Revenue Operations
Position already filled
Apply Now

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.

The Role

We're growing rapidly, and seeking a passionate professional to join our Revenue Operations team in the US as a CS Operations Senior Associate to design and execute strategic growth within our Customer Success and Professional Services organizations. 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 interact online. You will have the opportunity to build scalable processes and drive value for our clients. This hire will report directly to the Director of Post-Sales Operations and will work with leadership to empower a world class Post-Sales team! 

What you’ll do:

  • As a core member of our Revenue Operations team, you will play a central role in building the strategy and operations necessary to scale our CS and Professional Services teams
  • Identify necessary metrics, sources and frequency to inform business decisions and improve efficiency of the CS and Professional Services orgs
  • Develop and implement lifecycle processes and policies to support customer outcomes and business growth, defining the appropriate touch points throughout the customer journey
  • Build and evolve key reporting for the leadership team (i.e., forecasts, renew, expand, churn)
  • Analyze customer data across accounts to create business rules and triggers for  proactive engagement with our clients
  • Identify signals of at-risk clients and design a playbook to proactively drive clients back to success with our team
  • 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
  • Partner with other GTM teams including Marketing, Alliances, and Sales to drive alignment across the org

Requirements:

  • 3+ years of work experience in B2B SaaS CS Operations, Sales Operations, or Management Consulting
  • Familiarity with Salesforce CRM
  • Experience with CS Management Systems is a plus (i.e. Gainsight, Catalyst, ChurnZero etc.,) 
  • Advanced analytical skills (including data modeling) and business insights
  • Experience dealing with ambiguity in a fast paced environment 
  • Ability to build clear and concise presentations
  • Effective communication with peers and leadership
  • Strong project management skills


Benefits

  • Glia stock options and competitive salary
  • Diversity: 18 languages and 15 countries represented.
  • Professional development support  (trainings, courses, conferences, books, etc)
  • Access to all the latest tools and equipment you’ll need 
  • Sports compensation, reimbursement for therapy, counseling sessions
  • Team events: annual employee awards, internal hackathons, and a dozen cool events from cooking to the Glia olympic games :)
  • Generous referral bonuses 

*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.

The Glia Talent Acquisition team is using only glia.com mailboxes for coordinating interviews, providing updates and sending documents. Our hiring process involves an introduction, practical and team interviews, followed by a decision and offer. For more information, visit our Recruitment Privacy Notice page or contact our talent team via talent@glia.com

*Want to know more about working at Glia?  Check our Glia's Career FAQs

Reviewed on
Glassdoor
5.0★★★★★
Average rating
100%
Recommend to a friend
100%
Approve of CEO

Company Culture at Glia

The Employee Experience Below at Glia, Compared to a Typical U.S. Based Company
GPTW
94% of employees at Glia say it is a great place to work compared to 54% of employees at a typical U.S.-based company.

100%

98%

97%

96%

96%

Glia-team-picture

What is Glia’s Mission?

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.

Learn All About Glia

Find out why we are one of the best places to work
Glia FAQ
Have questions about applying and working at Glia?
READ OUR FAQs
Zoom party
Want a peek into life at Glia?
View stories about our culture and more
Glia Flexwork
What is FlexWork? We are creating a team without boundaries
Learn more

Join the Team. We've Been Waiting for You.

We're Pre-IPO, well funded, and growing rapidly. We'd love to meet!

Apply NowView Open PositionsRead Our FAQs