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Enterprise Client Success Specialist
2 months ago
At Glean, we are dedicated to enhancing the efficiency and humanity of knowledge work. Our vision is that AI will revolutionize the way individuals collaborate and perform tasks. In the future, every professional will partner with advanced AI assistants that can discover knowledge, generate and synthesize information, and carry out tasks. These assistants will allow individuals to concentrate on the more strategic and creative dimensions of their roles.
Our platform serves as a comprehensive intelligence system for enterprises globally. You can envision it as a combination of Google and ChatGPT tailored for businesses. At its core, our solution integrates AI with organizational knowledge, offering unparalleled search capabilities and connecting this knowledge to generative AI applications.
Founded by a team of experienced engineers from Google and Facebook, Glean addresses a critical need in the enterprise sector with a strong emphasis on AI. Our diverse team is composed of innovative and inquisitive individuals who support one another in achieving significant outcomes, enabling other teams to do the same.
We are proud to be backed by some of the most prominent venture capital firms in Silicon Valley, including Sequoia, Kleiner Perkins, Lightspeed, and General Catalyst. Our leadership team boasts extensive experience from top companies such as Google, Slack, Facebook, Dropbox, Rubrik, Uber, Intercom, Pinterest, and Palantir.
Key Responsibilities:
Relationship Management
- Act as the primary liaison and trusted advisor for a designated portfolio of clients, fostering strong relationships and understanding their business challenges that Glean can address.
- Conduct regular check-ins with client stakeholders to resolve inquiries and comprehend their strategic goals.
- Serve as the customer advocate within Glean, highlighting and managing risks, representing their needs, and ensuring alignment on objectives.
- Oversee the onboarding process for new enterprise clients, ensuring a seamless transition from Sales and a rapid realization of value.
- Utilize templates to standardize the customer journey, refining these templates based on insights gained from each client interaction.
- Communicate customer inquiries and feedback during onboarding to relevant internal teams.
- Deliver training and cover all adoption strategies with clients, guiding them on how to maximize the use of Glean's product suite.
- Conduct thorough discovery to identify client needs, uncovering upsell opportunities within your account portfolio and recognizing potential risks.
- Collaborate with Sales colleagues to develop strategies for account expansion, driving revenue growth and enhancing customer lifetime value.
- Convey customer feedback to R&D teams, advocating for necessary feature enhancements.
- Manage and report on key performance indicators such as Retention, Healthscore, Active Users, Multithreading, and Executive Business Reviews.
- Monitor progress against client goals and objectives, ensuring alignment of adoption strategies with their priorities, and communicate progress to internal stakeholders.
- Identify trends, patterns, and areas for improvement based on customer feedback.
- 3 - 7 years of experience in a similar role within an international B2B SaaS environment.
- Demonstrated success in Enterprise Customer Success, with a proven track record of meeting targets.
- Familiarity with tools such as CRM software, Slack, Zendesk, Metabase, and Glean.
- Exceptional communication skills, both written and verbal, with the ability to engage effectively with clients and internal teams.
- Understanding of Value Selling and proficiency in conducting in-depth discovery with clients.
- Proven project management skills, including planning, execution, and stakeholder engagement.
- Detail-oriented approach with a commitment to continuous improvement and operational excellence.
- Alignment with our company values: Make it Better, Make it Together, Make it Customer Driven.
- Willingness to travel periodically and maintain a regular office presence.
- Competitive salary package.
- Comprehensive Medical, Vision, and Dental coverage.
- Flexible work environment and time-off policy.
- 401k plan.
- Company-sponsored events.
- Home office improvement stipend upon joining.
- Annual education stipend.
- Wellness stipend.
- Daily provision of healthy lunches and dinners.
We are committed to fostering a diverse and inclusive workplace. We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.
