Customer Advocacy Specialist

6 days ago

Stanford, California, United States Glean Full time
About Glean

We aim to revolutionize knowledge work, leveraging AI to make it more efficient and productive. Our vision is to bring generative AI to every company, empowering employees to focus on high-value tasks.

Glean was founded by a seasoned team of engineers from Google and Facebook, who recognized the need for innovative solutions in the enterprise space. Our diverse team is passionate about using AI to improve knowledge work, and we're committed to delivering exceptional results for our customers.

We've secured backing from top venture capitalists, including Sequoia, Kleiner Perkins, Lightspeed, and General Catalyst. Our world-class team boasts senior leadership experience from prominent companies like Google, Slack, Facebook, Dropbox, Rubrik, Uber, Intercom, Pinterest, Palantir, and others.

Job Overview

This role involves guiding our largest customers to achieve business success with Glean, driving the adoption of generative AI in the enterprise.

Main Responsibilities:
  1. Establish strong relationships with customers, understanding their business objectives and identifying opportunities for Glean to add value.
  2. Regularly engage with customer stakeholders to monitor progress, address concerns, and align objectives.
  3. Act as the voice of the customer, flagging risks, advocating for their needs, and ensuring internal stakeholders are aligned.
Onboarding and Adoption:
  1. Oversee the onboarding process for new customers, ensuring a seamless transition from Sales and rapid time-to-value.
  2. Create a consistent customer journey using templates, iterating and refining as lessons are learned.
  3. Communicate customer feedback to internal partners.
  4. Deliver training and support to customers, equipping them to maximize the value of Glean's products.
Account Growth, Expansion, and Risk:
  1. Cultivate deep understanding of customer needs, identifying upsell opportunities and potential risks.
  2. Collaborate with Sales peers to develop growth strategies, driving revenue expansion and customer lifetime value.
  3. Present customer feedback to R&D teams, advocating for feature enhancements as necessary.
Performance Metrics:
  1. Track and report key performance indicators, such as retention, Healthscore, Active Users, Multithreading, EBRs, and more.
  2. Monitor progress against customer goals, ensuring alignment between Glean's adoption levers and customer priorities.
  3. Analyze customer feedback to identify trends, patterns, and areas for improvement.
Qualifications:
  1. Minimum 5-7 years of experience in a similar role within a B2B SaaS company, preferably with CSM experience in enterprise-wide applications.
  2. Proven track record of working with large enterprise customers, consistently meeting and exceeding targets.
  3. Interest in generative AI for knowledge workers at an enterprise scale.
  4. Proficiency with tools like CRM software, Slack, Zendesk, Metabase, and Glean.
  5. Excellent communication and interpersonal skills, with the ability to engage effectively with customers and internal stakeholders.
  6. Familiarity with Value Selling and ability to conduct in-depth discovery with customers.
  7. Project management experience, including planning, execution, and stakeholder management.
  8. Attention to detail, with a focus on continuous improvement and operational excellence.
  9. Adherence to our company values: Make it Better, Make it Together, Make it Customer Driven, and Make it Happen.
  10. Ability to travel periodically and maintain a regular presence in the office.
Perks:
  • $140,000 - $190,000 annual salary
  • Comprehensive medical, vision, and dental insurance
  • Flexible work environment and generous time-off policy
  • 401k plan
  • Company-sponsored events
  • A home office improvement stipend upon joining
  • Annual education stipend
  • Wellness stipend
  • Daily healthy meals and snacks

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