Senior Solutions Consultant Mid-Market - East

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.

About This Role:

Our Solutions Consulting Team is growing and looking for a top-performing Sr. Solutions Consultant to join our team to support our Mid Market Sales Team. Reporting to the Director of Mid Market Solutions Consulting, you'll play a critical role in helping our prospects understand the value of Gladly. You will help support our East Coast Mid Market / Velocity Sales team by utilizing your deep product knowledge and technical expertise to demonstrate how companies can use and deploy our solution, realize business value, and deliver exceptional customer service.

What you'll do on the team:

• Be a trusted advisor to our customers by understanding their processes, requirements, and challenges. Some also call this conducting discovery, but we call it earning the right to have a conversation.
• Partner closely with our Sales team, engaging with prospects and customers, and with our engineering, product, and design teams.
• Engage customers in business strategy and ROI-based discussions to communicate how Gladly can help deliver value by changing the relationship they have with their customers.
• Be an awesome technologist with lots of business acumen, able to draw out root causes to customer concerns and apply phenomenal problem-solving skills to solve them.
• Diagnose the status of a prospect or customer's ability to serve their own customer; credibly and with integrity sell them on a new way of doing things and an evolving vision for their future.
• Tell compelling stories that are grounded in technology. These aren't just demos; we want you to paint a vision of what truly customer-centric service looks like!
• Respond to RFIs and RFPs. We have a very special way we do this... you'll see how we make this exciting and creative!
• Play an active role in the post-sales phase to ensure ongoing customer success. Come on, we told you customer success was important to us!
• Be the voice of your prospects and customers. We're a startup and we're evolving; you will play an important role in that evolution.

What You'll Bring To The Team:

• 3 years experience in a Solutions Consulting role in B2B SaaS.
• Proven successful track record of sales engineering or solution consulting experience in a SaaS business, ideally with experience in Customer Service Support or CRM platforms.
• Ability to work as part of a team to solve business and technical problems and step into leadership when and where required.
• Thrive in a fast-paced environment.
• Strong verbal, written, presentation, and interpersonal communication skills.
• Proven time management skills in a fast-moving startup environment.
• Successful track record of tackling technical and security objections.
• Enormous initiative in discerning what is right for the prospect or customer and a staunch advocate for their needs.

Compensation:

$153,000 - $191,000 per annum OTE (base + variable); equity and benefits.

For cash compensation, we set standard ranges for all roles based on function, level, and geographic location benchmarked against similar stage growth companies. In order to be compliant with local legislation as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors including geographic location as well as candidate experience and expertise and may vary from the amounts listed above.

Why Join Gladly:

At Gladly, we're not just building software—we're transforming an industry. We take a people-first approach both in our product and our culture. When you join us, you'll enjoy:

• Competitive salaries, stock options, and comprehensive benefits.
• Generous paid time off, parental leave, and home office stipends.
• A fully remote work environment with opportunities for in-person team gatherings.
• A strong commitment to professional growth and an inclusive workplace where diverse perspectives thrive.

At Gladly, we believe in challenging the status quo, celebrating grit, and striving for excellence. We thrive as a team by embracing transparency, collaboration, and a customer-first mindset. If this role excites you but you don't meet every qualification, we still encourage you to apply. Diverse perspectives and experiences are the cornerstone of our success.

Required Experience:

Senior IC

Key Skills:

Microsoft Access, SQL, Analysis Skills, Microsoft PowerPoint, Securities Law, Data Mining, Investment Banking, Market Research, Microsoft Excel, Visual Basic, Bloomberg, Data Analysis Skills.