Gladly is transforming the way people and companies communicate—one conversation at a time. We’re building the world’s only truly human-centric customer service software, enabling companies to have empathetic, natural, and productive support conversations that ensure their customers know that the brands they love have their best interests at heart.

We're searching for a Professional Services Engineering Manager to be an early member of our team. This role will play a pivotal role in scaling our Professional Services team and is expected to contribute heavily to improving team processes across all of Customer Success and iterating on our implementation tiers.

This is a customer-facing role in a very collaborative environment and therefore it requires strong interpersonal skills, including strong verbal and written communication skills. You will work directly with Gladly’s clients, as well as the extended Customer Success team assigned to each customer. To succeed, you’ll need to be a curious, driven individual who is passionate about the overall customer service experience and problem-solving complex and mission-critical issues.

The Manager is also the direct line manager to Professional Services Engineering team members. The Manager will work with team members to set annual goals, develop their skills in line with Gladly business needs, identify development opportunities, and conduct performance reviews.

Our Team Values

We think strategically before tactically

We win as a team; the customer is part of our team

We are always learning and evolving

We share learnings with each other

We treat each other with respect

Responsibilities

• Manage and provide mentorship to Professional Services Engineering team, coaching and encouraging them to continuously improve on current processes
• Assess and improve the performance of team members through inspection, discussion, and mentorship with management and peers
• Work with CS leadership team to monitor to develop a roadmap for iterating on Professional Service packages
• Improve our team processes by contributing to our project templates and implementation methodology
• Manage and execute on technical implementations for customers, and configure their Gladly instances. You'll need to use a mix of technical tools (e.g.: JavaScript, CSS) and project management skills. You'll partner with an Implementation Partner on most projects
• Partner with the rest of the team to effectively develop, document, and execute on best practices throughout implementations
• Partner with the Product and Engineering teams to deliver constructive feedback on product needs/trends
• Partner with the Sales team to effectively craft solutions and understand pricing on enterprise deals
• Contribute to our internal tools (built using node.js)

Profile

The ideal candidate for this position:

• 3-5 years in a technical lead or management role in professional services
• Has 8+ years experience in a client-facing role
• Has 8+ years of experience with managing multi-phase enterprise projects/initiatives across multiple stakeholders, with strong change management skills
• Has 5+ years of experience scoping & writing scripts (e.g.: Python, Ruby, node.js) and experience retrieving information from databases and BI tools
• Has 5+ years of experience building technical tools (e.g.: contributing to internal tools)
• Has the ability to read API documentation, and use APIs via tools like Postman and iPaaS like Zapier to effectively craft solutions and integrations for customers
• Has strong knowledge of front-end Web technology
• Is highly eager to learn new technologies, new processes and deals well with uncertainty
• Enjoys working with customers and is hands-on with the product
• Is effective at working in a distributed environment

Requirements

• Ability to manage a project according to a templatized scope, and timelines with an external customer
• Highly attentive to detail
• Proficiency in web development technology (e.g.: JavaScript) and experience writing scripts or applications
• Proficiency with RESTful APIs, and ability to read and internalize technical documentation, and translate to solutions
• Able to take a high-level technical challenge and run with it: able to independently scope, assess, and implement technical and process improvements & resolution on a scalable basis
• Excellent written and verbal communication skills
• Excellent multitasking, and an ability to respond to shifting priorities
• Enjoys working with clients
• Feedback-oriented (both to and from)
• SaaS experience in a professional services capacity, working with enterprise clients
• Ability to work independently
• Ability to contribute to / develop processes from scratch, recognize trends and suggest improvements (e.g.: with product team)

At Gladly we value:

Putting people first - We built our product putting people at the heart of it all. And we’ve taken the same approach to building our company.
Focusing on the customer - We treat our customers’ goals as our own, and we work hard to achieve them.
Finding strengths in our differences - We believe that diversity and inclusion is foundational to our success. Bringing together a multitude of perspectives leads to amazing things happening.
Being humble and hungry - We applaud initiative and value leadership—but we also believe that nobody is above emptying the dishwasher.
Always learning - Everyone’s personal best is ahead of them. Seeking new ways to grow is what keeps us motivated.
Owning it - We encourage everyone to seek and share feedback, take calculated risks, and learn from their mistakes.
Communicating it - With an open and transparent culture, collaboration becomes a lifestyle and everyone has a voice.

You can also count on:

• Competitive salary and stock options
• Medical, dental, vision and life insurance
• Generous paid time off
• Generous paid parental leave
• 401K
• Flexible Spending Accounts
• Wellness stipend

Founded in 2014 by a team of repeat entrepreneurs with multiple successful exits, Gladly is reinventing customer service. By managing customers instead of tickets, we are disrupting a $70B market and are proud to count JetBlue, Warby Parker, Crate and Barrel and many other innovative brands as customers. Gladly has raised over $110M from Greylock Partners, NEA, GGV Capital, Glynn Capital and JetBlue Tech Ventures.Gladly has made the decision to become a fully distributed company, allowing employees to live anywhere in the United States, and candidates to come from nearly any geographical region. That said, we also highly value our collaborative and creative culture and commit to meeting in real life as a company at least once per quarter when it is safe to do so