Job description
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.
Revenue Operations - Sr. Associate
Glia is expanding its Revenue Operations team! We are looking for an enthusiastic, analytical, and detail-oriented professional who will support and advise our Chief Customer Officer and the organizations they lead - Customer Success, Professional Services (Implementation, Solution Architects, etc.), and Customer Operations
The Role
We’re growing rapidly, and seeking a passionate professional to join our Revenue Operations team as a Senior Associate to design and execute strategic growth within our Post-Sales 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 with their critical, ‘High-Trust” institutions (Banks / Credit Unions, Insurance providers, Healthcare companies, etc.). You will have the opportunity to build scalable processes and drive value for our clients. This hire will report directly to the Sr. Director of Post-Sales Operations and will work with leadership to empower a world class Post-Sales team!
What you’ll do:
- 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
- Implement and Optimize CS and Professional Services platforms/tooling, including incorporating the use of AI and other automation
- Drive Monthly Business Reviews to help Leadership evaluate org. performance and determine necessary changes / improvements to the business
- Develop and implement crucial operational processes that help our teams be more efficient and effective - i.e., Sales→CS Handoff, Executive Business Review prep, etc.
- Build and evolve critical reporting for leadership team - i.e., churn forecasts, capacity planning, etc.
- Advise on and support Post-Sales Annual Planning Process
- Identify and support the creation of important resources for team - i.e., Customer turnaround playbooks, M&A preparation playbooks, etc.
- Partner with other GTM teams including Marketing, Alliances, and Sales to drive alignment across the org
Requirements
3+ years of work experience in any of the following tracks
- B2B SaaS CS Operations
- B2B SaaS Sales Operations
- B2B SaaS Customer Success
- Management Consulting or Private Equity / VC
Familiarity with Salesforce CRM
Strong analytical skills and business insights - assumes expertise with Microsoft Excel or Google Sheets
Experience with CS Management Systems is a plus (i.e. Gainsight, Catalyst, Planhat, ChurnZero etc.,)
Experience incorporating AI into GTM team workflows is a plus
Experience dealing with ambiguity in a fast paced environment
Ability to build clear and concise presentations
Effective communication with peers and leadership
Experience and excitement being a curious, “self driver”
Strong action orientation - willingness to “roll up your sleeves”
Strong project management skills
*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 uses @glia.com and @gliatalent.com, mailboxes for coordinating interviews, providing updates, and sending documents. Our hiring process involves an introduction, practical and team interviews, and a decision and offer. For more information, visit our Recruitment Privacy Notice page or contact our talent team via [email protected]
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