Customer Success Manager - Recovery Vertical
Gloo, headquartered in beautiful Boulder, Colorado, builds software for people and organizations dedicated to improving lives. We’re leveraging the same exponential tech that’s driving success in other industries and making it available through tools such as big data, custom assessments, an engagement app and eventually an entire market network focused on growth. As one of Boulder’s most successful and innovative tech companies, Gloo needs more talented professionals who are driven to make a positive impact on humanity. Are you one of them?
This is a key position in our Recovery Vertical, so you'll be helping us grow this business unit. You'll be focused specifically in the behavioral health and addiction recovery team so experience in this sector is helpful. You’ll join at the hip with our customers during the onboarding stage and walk with them through the entire implementation cycle. Your experience in account management and comfort implementing software will help each new customer group with their adoption journey. Through active engagement with your customers you’ll know exactly what they need and when they’ll be ready for even more of the amazing feature sets we have to offer.
What you’ll be doing:
- Building deep, trusting relationships throughout the customer organization in person, on the phone and through email
- Managing between 10 and 20 simultaneous implementations at various stages, so an incredible command of project management is essential
- Providing status reports to your team regarding progress, activities and outcomes for each “go-live”
- Defining, designing and delivering training programs in order to maximize platform adoption
- Providing customers with estimates and negotiating the terms for new projects
- Evangelizing new product features to your stakeholders so they can take full advantage of them
- Maintaining comprehensive documentation so that your leadership and your sales team are always “in the know”
- Working with your product team to surface customer wishes and “boots on the ground” feedback that will help us enhance our product suite for the future
What you’ll bring with you:
- A Bachelor's Degree (BA/BS) – commensurate experience may substitute for degree requirements
- A minimum of 3 years of experience in account management or customer success in a SaaS product company
- The ability to absorb technical concepts and translate them into language that articulates business value
- An intense curiosity for how organizations build intimacy with their members to deepen engagement
- High level skills or an interest in presentation, problem solving, business development and contract negotiation
- A gifted meeting facilitator – able to present, train and manage group meetings both in person and virtually
- A positive ,energetic demeanor with the ability to exude confidence and excitement with every new challenge
- Advanced level competency with common office tools and CRM platforms
- Expert time manager – you easily leverage technology to keep yourself and your team happy, productive and on track
- Innovative, detail-oriented, crisp communicator who is excited about tackling unchartered territory
- The ability to travel throughout North America as needed
Our team members enjoy:
- Compensation and bonus commensurate with experience
- Plenty of time off to keep you balanced
- Medical with HSA contribution
- A dynamic, talented team, dedicated to changing the world and building an incredible business
- Beautiful office space in downtown Boulder on Pearl Street, steps from coffee shops and blocks from hiking trails
- Company Happy Hour Fridays
- Fresh fruit, snacks, coffee and sodas
Applications welcomed from those who are US Citizens or hold a Green Card.