ABOUT GLADLY:

Gladly, the customer-centered, AI-powered customer support platform is built around people, not tickets. Unlike traditional ticket-based customer support solutions, our software helps brands deliver radically personal service at scale by integrating every channel—voice, email, SMS, chat, social messaging, and self-service—into a single, lifelong conversation stream. Companies like Allbirds, Bombas, Crate & Barrel, and Warby Parker use Gladly to create exceptional customer experiences, transforming everyday customer interactions into lasting connections.
Gladly is a fully distributed company that embraces remote work and believes in flexibility, innovation, and inclusivity. We foster a collaborative, inclusive culture that prioritizes growth, DEIB, and meaningful connections. At Gladly, people are at the heart of everything we do.
Our Solutions Consulting Team is growing and looking for skilled storytellers, value-centered consultants, and strategic problem solvers. Reporting to the Head of Enterprise Solutions Consulting, you’ll play a critical role in helping our prospects understand the value of Gladly. You’ll leverage deep product knowledge and technical expertise to demonstrate how companies can use and deploy our solution, realize business value, and drive loyalty through exceptional customer service.

ABOUT YOU

We value overall experience and acknowledge that experience can be presented in many forms. Successful candidates will have experience that might look like:

• 5+ years experience as a Solutions Consultant/Engineer/Architect or Value Consultant
• Ability to work as part of a team to solve business and technical problems
• Successful track record of tackling technical and security objections, including being able to present integrations with other platforms via APIs and Webhooks
• Exceptional verbal, written, presentation, and interpersonal communication skills while maintaining poise in moments of ambiguity
• Proven time management skills in a fast-moving startup environment
• Ability to take ownership of solutions and next-steps for our prospects and customers, including documenting and presenting product enhancements to internal Gladly teams
• Enormous initiative in discerning what is right for the prospect and being able to map that back to their own business goals and desired outcomes

Research has shown that individuals from marginalized groups are less likely to apply to jobs where they don’t meet 100% of the criteria. Gladly values diversity of experience, so if you believe you have the right skill set, we welcome you to apply - even if you don’t check every box in the job description. We’re committed to an inclusive workplace and would love to see if you could be the next great addition to our team.

• Be a trusted advisor to our customers. The SC Team serves as trusted business and technical advisors to our prospects and customers. We work to understand processes, requirements, and challenges to drive value-based solutions and business outcomes. This consultative approach helps our customers prepare for long-term success as they elevate their approach to customer-centered service in the new Loyalty Economy. Some examples of our approach include:
• Partnering with Account Executives to build champions for Gladly at all levels within our prospects
• Thoughtful, outcome-driven discovery and value consulting
• Shadowing our prospect’s CX teams, tools, and processes to better understand current state and desired outcomes — both known and net-new
• Being technologists with incredible business acumen — drawing out root causes to customer concerns and applying exceptional problem-solving skills to provide solutions
• Consultative delivery of our discovery and recommendations to an executive audience
• Owning the RFP response process as well as architectural/security review activities with our prospects
• Working with Professional Services to define and document implementation scope
• Delighting our prospects and focusing on driving long-term customer happiness, beginning with their first meeting with Gladly
• Be Gladly’s most impactful storyteller. Gladly is disrupting the CX industry with our approach to true customer-centricity — with that comes the need to tell impactful and exciting product and outcome driven stories at all stages of the sales cycle. The SC Team routinely presents, educates, and elevates the Gladly Platform in the form of live demos and our strategic narrative. You’ll find yourself contributing by:
• Leading introductory and deep-dive demos and product walkthroughs, painting a vision of what truly customer-centric service looks like
• Contributing to prospect-specific custom demos and narrative presentations
• Participating in virtual and in-person events by providing industry-driven thought leadership and insight in partnership with our Marketing teams
• Becoming proficient with Gladly’s narrative methodology and providing valuable feedback to our Marketing and Product Marketing teams
• Accelerate sales in partnership with our account teams. Our Solutions Consultants partner directly with Account Executives at all stages of the sales process. You’ll directly contribute to and influence the outcome of sales cycles while providing critical insight, and direction into the final solution for the prospect.
• Contribute to Gladly’s overall growth and success. In addition to being a core piece of our Sales organization, Solutions Consultants are in a unique position to gather critical field feedback from prospects and customers around product, process, marketing, and competitive intelligence. You’ll be in a position to influence the direction that Gladly takes in regards to these categories, driven by the feedback you’ll gather.