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Technical Account Manager (LATAM - Colombia) Gladly, Bogotá, D.C., Capital District, Colombia About Gladly Uniquely powered by Customer AI, Gladly is the only CX platform that puts the customer —not tickets—at the center of every conversation. Trusted by the world’s most customer‑centric brands, including Crate & Barrel, Ulta Beauty, and Tumi, Gladly delivers radically efficient and radically personal experiences. Gladly was built for B2C leaders who refuse to compromise on operational efficiency or experience. With Gladly, every conversation feels uniquely tailored and instantly responsive, emotionally intelligent and operationally precise, deeply personal and effortlessly scalable. At the heart of our simply powerful platform is Gladly Customer AI—uniquely designed to maintain a single, continuous conversation across all channels while striking the perfect balance of technology and human connection. Learn more at What you’ll do Understand customer’s business goals to drive the adoption and optimal use of Gladly’s suite of products. Lead in the design and continuous optimization of AI workflows using prompt engineering and third‑party integrations. Proactive check‑ins & implementation: conduct regular check‑ins with customers, providing actionable suggestions for improving their use of the product and ensuring effective implementation of new features and functionalities. Solutioning & troubleshooting: be the go‑to expert for navigating complex customer situations, providing guidance and innovative solutions to ensure customer success. Customer feedback & product advocacy: collect and analyze feedback, identifying trends across pricing, metrics, and product functionality, and provide actionable insights to Product, Engineering, and leadership. Proactive engagement & risk mitigation: collaborate with Customer Success Managers (CSMs) to track progress against business goals, surface risks, document blockers, and ensure alignment on timelines and expectations. QBRs & EBRs: participate in Quarterly Business Reviews and Executive Business Reviews to provide updates, review progress on large initiatives, and ensure customers’ needs and goals are met with the Gladly platform. What We’re Looking For Technical expertise: strong understanding of SaaS platforms, JSON, REST APIs, and Webhooks, particularly in customer service or retail technology; proven ability to quickly learn new products and communicate their value. Experience: 3‑5 years in technical account management, solutions engineering, or support engineering, preferably in a SaaS or customer service environment. Experience with enterprise clients is a plus. Problem solving & solutioning: ability to solve complex technical challenges, including handling unique or “out‑of‑the‑box” customer requests. Client‑focused communication: exceptional English skills, written and verbal, conveying complex technical details in a customer‑friendly manner and leading discussions in high‑stakes settings. Data‑driven & analytical: proficiency in analyzing customer data, generating actionable insights, and creating data‑driven reports that influence product and customer strategies. Collaborative mindset: ability to work cross‑functionally with Product, Engineering, Sales, and Customer Success teams. Project management & prioritization: strong skills balancing multiple high‑priority initiatives, coordinating with internal teams, and ensuring timely execution of customer‑focused deliverables. Compensation Equivalent of US$48,000 to $54,000 in local currency. Why Join Gladly? 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 At Gladly, we believe in challenging the status quo, celebrating grit, and striving for excellence. We thrive as a team by embracing transparency, collaboration, and a customer‑first mindset. If this role excites you but you don’t meet every qualification, we still encourage you to apply. Diverse perspectives and experiences are the cornerstone of our success. Seniority level Mid‑Senior level Employment type Full‑time Job function Sales and Business Development Industries Construction, Software Development, IT Services and IT Consulting #J-18808-Ljbffr
