Business Value Consultant

About Gladly:

Gladly is the only customer service software built around people, not tickets. Gladly applies AI differently, to help brands deliver radically personal customer service at scale, enabling consumers to help themselves and turning customer service agents into heroes by making them more productive. Every conversation starts with a real-time understanding of the customer. With every channel built-in – voice, email, SMS, chat, social messaging, self-service – companies have one, lifelong conversation stream with their customers. The world’s most loved brands including Allbirds, Bombas, Crate & Barrel, Ulta Beauty, and Warby Parker leverage Gladly to build lifelong loyal customers. 

Our team loves working at Gladly because of its people, continuous growth opportunities, all in commitment to DEIB, collaboration, and culture. 

What You’ll Do:

As a member of Gladly’s Product Marketing Team, you will help maximize Gladly’s growth through delivery of our business value consulting program. As program lead, you will help our customers to quantifiably understand the value of Gladly in pre sale and post sale environments. Working collaboratively with cross functional teams to create compelling financial supporting and presentation materials to help our champions and supporting sales and customer success teams. You will ensure program success through management of models and materials, programs delivery across teams as well as tracking to key program success measures.

Reporting into the Gladly program marketing team, you will:

• Lead, build, and deliver compelling business cases that translate complex technology solutions into tangible business benefits.

• Translate existing and new product capabilities into measurable and modeled business value.

• Collaborate with marketing and sales teams to craft lead generation materials related to business value impact.

• Work alongside enablement, customer success and sales leadership to ensure measurable program success.

• Create scaled approaches to program support whilst ensuring custom content and modeling can be supported for our most valued customers.

• Store and analyze historical data and trends of customer value to identify themes for broader content and company use.

About You:

• 5 years experience in similar business value consulting roles in other SaaS companies.

• Proven ability to successfully manage and expand business value programs.

• Demonstrated ability to build and deliver persuasive business cases and presentations.

• Excellent communication and presentation skills.

• Expertise with modeling and business intelligence tools such as Lookerr.

• Strong understanding of ROI, NPV, and Payback metrics calculations and business value selling methodologies.

Working at Gladly:

Putting people first is kind of our thing. Not only is it at the core of our product, but shapes our overall culture at Gladly—from our approach to hiring, to our benefits, and how we think about our place in the community.

We have embraced remote work and make it easy for our team to work from anywhere, but we also invest in opportunities to get the teams together in person regularly.

We have a strong work ethic, but value life outside of work, too.

Gladly Beliefs:

• We win as one team: We believe the most important focus for us as a team is making the company successful.

• We are successful when our customers succeed: We are committed to understanding the needs and expectations of our customers. We provide an exceptional product along with expertise and insight to help achieve their goals.

• We believe in challenging the status quo: We know that our greatest strength is our ability to cultivate a growth mindset focused on reinventing customer service. 

• We value underdog grit: Success isn't always about having the most resources or the most experience; it's about having the determination and grit to keep pushing forward especially when it’s hard.

• We strive to make every shot count: We will never have enough “shots on goal” so we strive to make every project, feature, customer presentation, the best it can be.

• We embrace transparency: We know the best outcomes come from collaboration followed by communication of and commitment to the decision.

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

• Home office stipends

Founded in 2014 by a team of repeat entrepreneurs with multiple successful exits, Gladly is reinventing customer service. By focusing on customers instead of tickets, we are disrupting a $70B market and are proud to count Crate and Barrel, Warby Parker 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.