Enterprise Customer Success Manager (CSM)- NYC

About the company

Gloat puts people and companies in motion. Our Agile Workforce Operating System is helping the world's most renowned enterprises become dynamic organizations, future-fit for any eventuality, and poised for continuous growth and innovation in today's ever-changing economic climate.

We deliver AI-powered intelligence, infrastructure, and applications that enable organizations to effectively tackle change with agility, unlock capacity and productivity, and reduce workforce risk. Today we support industry leaders around the world including HSBC, Spotify, Nestle, Standard Chartered Bank, Schneider Electric, and many more.

Life at Gloat:

Gloat is a revolutionary startup with a global workforce. We have offices in Tel Aviv, New York City and London and work with customers around the globe. We value collaboration, innovative thinking, and curiosity and we’re looking for bright, driven, and passionate people to grow with us. If you care about empowering businesses and people to reach their potential, you’re in for a fun ride.

Who we’re looking for:

We’re looking for an Enterprise Customer Success Manager (CSM), with a proven track record of successfully leading large enterprise customers (>25K employees) towards their desired outcomes.

As an Enterprise CSM, you will be collaborating closely with our strategic enterprise customers, and supporting them in the deployment of Gloat’s internal talent marketplace. In this role, you are expected to develop high-trust relationships with your customers, lead face-to-face workshops, and ensure your customers have a long-term rollout strategy of Gloat Talent Marketplace for their organization. You will be partnering closely with other internal Gloat project members, such as the Project Manager, Technical Implementation, Support, Value & Adoption, and others. You will be measured on your customer’s KPI results with the talent marketplace (adoption, hires, usage), will be expected to lead quarterly business reviews, and ultimately, ensure your customers expand, renew and become referenceable!

This is a hybrid role, commuting to our NYC office in SoHo at Houston and Broadway at least 3 days a week.

Requirements:

• 5+ years of experience in a customer management role, with a focus on large enterprise companies (>25K employees)
• Experience working with enterprise SaaS or enterprise software solutions
• Proven ability to communicate, present to, and influence key stakeholders at all levels of the organization
• Account management and customer facing experience
• Advanced problem-solving skills, verbal and written communication skills
• Excellent listening and negotiation abilities
• Data-driven
Understanding in HR software (HRIS, HCM, ATS, LMS/LXP, etc)
• - advantage
• NYC area - can commute to our NYC office in SoHo at Houston and Broadway at least 3 days a week.

Responsibilities:

• Work closely with your enterprise customers to understand their business needs, helping them define their long term rollout strategy, success metrics and business impact
• Influence change within customers to drive adoption of best practices and successful change management methodologies, thereby deriving optimal utilization of the product
• Establish incredible rapport and trust with your customers
• Work directly with customer’s HR, IT, Business and senior executive teams
• Collaborate with other departments within Gloat’s company, e.g. Support, Implementation, Project Managers, Product.
• Influence your customers to adopt additional functionality and/or integrations, demonstrating the value it will bring to their organization
• Predict and forecast risk, problem solve and work independently
• As required, travel is expected to customer sites (approximately 1-2 a quarter) to lead multiple-day workshops or launch activities, speaking, presenting to and facilitating discussions with stakeholders from their HR, IT, leadership and more
• Meet and exceed quarterly targets or other targets defined by the business

Benefits:

Gloat provides a reasonable range of compensation. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. The range of starting total pay for this role is $130,000 - $150,000 OTE. Benefits include discretionary (unlimited) PTO; health care, dental, vision, and life insurance + voluntary coverage options, 401k + matching; remote, hybrid, flexible work environments; employee assistance program; learning & development opportunities; laptop & tech setups; and, among other things, WeGloat (Gloat for Gloat!)

At Gloat, we believe that building the most important company in the history of human capital begins with having a diverse and inclusive workforce ourselves. This means that we look for individuals who can bring unique strengths, perspectives, skills, and backgrounds to our existing teams. Gloat is proud to be an Equal Opportunity Employer, and does/will not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate.