Senior Solutions Consultant

Summary

Join Gladly's growing Solutions Consulting Team as a Sr. Solutions Consultant supporting the Mid Market Sales Team. You will be a trusted advisor to customers, partnering with the sales team and internal teams to demonstrate Gladly's value. Responsibilities include conducting discovery, engaging in business strategy discussions, crafting compelling presentations, responding to RFIs/RFPs, and ensuring ongoing customer success. This role requires 3+ years of B2B SaaS solutions consulting experience, proven success in sales engineering or solution consulting within a SaaS business (ideally with customer service, support, or CRM platform experience), strong communication skills, and the ability to thrive in a fast-paced environment. Gladly offers competitive salaries, stock options, comprehensive benefits, generous paid time off and parental leave, a fully remote work environment, and a commitment to professional growth.

Requirements

• 3+ yrs 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 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

Responsibilities

• Be a trusted advisor to our customers by understanding their processes, requirements, and challenges
• 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

Benefits

• 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