Glia

Revenue Operations- Senior Associate

Mexico

Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Enterprise Software, Financial Services, HealthcareIndustries

Revenue Operations - Sr. Associate

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.

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!

Responsibilities

  • 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.

Company Information

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.

Skills

Revenue Operations
Customer Success
Professional Services
Data Analysis
Process Improvement
Metrics Identification
Platform Optimization
Tooling Implementation

Glia

Digital customer service solutions for banks

About Glia

Glia provides digital customer service solutions specifically designed for financial institutions like banks and credit unions. Their platform includes various tools such as messaging, video, voice, and CoBrowsing, which allows customer service agents to interact with a customer's web browser in real-time. This technology enables financial institutions to engage with customers across multiple digital channels, allowing seamless transitions between chat, video calls, and voice calls without losing context. Glia's goal is to enhance customer service efficiency and user experience, ultimately improving customer satisfaction and loyalty. Unlike competitors, Glia focuses on the financial services sector, offering a tailored service that helps institutions modernize their customer interactions and increase online loan applications. By providing these tools as a service, Glia aims to help financial institutions deliver personalized support and boost customer retention.

New York City, New YorkHeadquarters
2012Year Founded
$147.8MTotal Funding
SERIES_DCompany Stage
AI & Machine Learning, Financial ServicesIndustries
201-500Employees

Benefits

Stock Options
Professional Development Budget

Risks

Rapid AI adoption could lead to increased competition from new entrants.
Financial institutions may develop in-house digital customer service solutions.
Increasing regulatory scrutiny on AI and data privacy could raise compliance costs.

Differentiation

Glia's ChannelLess® architecture allows seamless transitions between communication channels.
Quality AnalystGPT provides real-time insights into customer needs and trends.
Glia's AI-driven solutions enhance customer experience and operational efficiency.

Upsides

Increased demand for AI-driven customer service in the financial sector.
Growing trend of integrating AI with customer service platforms.
Expansion of digital banking services boosts demand for Glia's solutions.

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