Strategic Relationship Manager

Gloo was founded as a mission-driven organization with the goal to release the passion in every person to Champion the growth of another so they can be all they were born to be.

Today, organizations of all sizes in the addiction recovery and faith space use Gloo’s products to become more informed, better connected, and fully equipped to overcome their greatest challenges and achieve powerful outcomes, helping people progress through their personal growth journeys.

By building a common platform, we are creating a shared infrastructure that removes friction, promotes collaboration, and equips leaders with the right tools to galvanize personal growth and change lives. We are a fast-moving and passionate team that is looking for more talented professionals who are driven to make a positive impact. 

The Opportunity: 

As the newest member of our team you'll be helping us grow the strategic account management function. You’ll be the key relationship with our customers as they uncover the power of the Gloo platform and help them imagine all the possibilities. Your experience managing a growing number of customers and their individual initiatives is the secret to your success. You will employ your marketing savvy to help partners succeed with their campaigns. You will uncover user insights, drive innovative strategies, and collaborate across disciplines to create seamless and user-centric design solutions for partner offers. You'll be focused specifically on faith-based organizations, so leveraging any work in and around the church ecosystem will help you connect with your customers. Additionally, you’ll be collaborating with your clients, ideating with your team, discovering new approaches that will level up adoption and becoming a trusted advisor for each of your key accounts. 

The Team:

Our Network Service and Account Management team is passionate about working to make partners successful by helping them reach their goals. When we win, our partners win. Our team is highly relational, driven to see results, and knows how to navigate getting things done on time and with excellence. The culture of our team is extremely important to us. We want you to be engaged in your projects, we want you to voice your ideas, and we want you to be proud of what you accomplish.

What You’ll Be Doing:

• Building strong relationships throughout the customer organization on the phone, video meetings and through email
• Being consistently available to your customers to make sure they know we care
• Managing 50+ accounts at various stages of onboarding, adoption, up-sells, and renewals
• Delivering best practice programs via web demonstrations and personal screen shares
• Evangelizing new product features to your stakeholders so they can take full advantage of them and help meet your revenue goals
• Maintaining CRM so that your leadership and your team-mates are always “in the know”
• Organize, facilitate and conduct user-centered research to uncover insights that empathize with target users, utilizing a variety of methodologies such as interviews, surveys, and usability testing
• Communicate and collaborate with cross-functional teams to integrate research findings into the design and development process, ensuring a cohesive and user-friendly product experience 
• Develop and iterate on prototypes based on research findings, and conduct usability tests to validate design decisions, ensuring a seamless user experience and addressing any potential pain points
• Analyze and synthesize data to provide actionable recommendations, communicating findings effectively through comprehensive reports and presentations
• Manage external consultants and contractors to ensure shared goals, objectives, and timeline. 
• Working with the product and user experience teams to surface customer wishes and “boots on the ground” feedback that will help us enhance our product suite for the future
• Provide thought leadership on customer segments based on user insights 
• Maintain and utilize deep industry knowledge and marketing best practices to drive decision-making to increase revenue and implement cost savings for partners

Requirements

What We’re Looking For:

• A Bachelor's Degree (BA/BS) – commensurate experience may substitute for degree requirements
• A minimum of 3 years of experience in strategic account management or key accounts
• Advanced level competency with common office tools and CRM platforms
• Experience helping customers navigate innovative features and solutions
• Experience implementing user-centered design research and JTBD methodologies 
• Experience developing marketing and advertising campaigns 
• An intense curiosity for how an organization serves their members to deepen engagement
• Committed to delighting your customers
• An elegant and empathetic communicator – you can deliver meaning and intent in writing, on the phone and in visual presentations
• A positive and energetic demeanor with the ability to exude confidence and excitement with every new challenge
• Availability to travel 20-30% of the time

Benefits

Compensation: $90,000 to $115,000

Our Team Members Enjoy:

• Compensation and bonus commensurate with experience
• Plenty of time off to keep you balanced
• Medical benefits with multiple plan offerings, HSA contribution, and Dental and Vision plans
• A dynamic, talented team, dedicated to changing the world and building an incredible business
• Onsite and virtual social events to keep us connected in our hybrid work environment
• Beautiful office space in downtown Boulder on Pearl Street, steps from coffee shops and blocks from hiking trails

This role will be posted until September 30, 2024.