Because 21st century consumers are different. They are from 18 to 80 years old, expect the brands they love to recognize them, and to be able to communicate with your agents over all channels – all the time.
Yet most customer service products on the market today are case management tools designed decades before the iPhone, social media and modern messaging apps.
It’s time for a 21st century customer experience. One where your customers feel you have their best interest at heart.
To learn more about what today’s consumers expect from customer service, download the 2019 Customer Service Expectations report.
Legendary customer service starts with people talking to people.
So we put customers and conversations at the heart of Gladly. Because customers aren’t ticket numbers or cases, they’re people.
With Gladly, agents are empowered to be naturally productive, with a modern messaging interface that gives them the ability to communicate across channels. So customers feel known and cared for every time.
Joseph AnsanelliCEO and Co-Founder
Joseph is CEO and co-founder of Gladly, a company he incubated at Greylock Partners with Dirk Kessler and Michael Wolfe. He believes that one of the keys to effective leadership is ensuring teams have the right tools to succeed. At Gladly, he’s working to empower customer service agents with a platform that turns them into heroes. This role builds on his customer service experience first as a co-founder and CEO of Connectify and later when it was acquired by Kana, one of the first digital customer service platforms which he helped take public in 1999. He also co-founded and was CEO of Vontu, the leader in data loss prevention, which was acquired by Symantec in 2007.
In addition to his role at Gladly, Joseph is a partner at Greylock Partners and on the Board of Directors of Sumo Logic, Grand Rounds and Trifacta.
Joseph received a B.S. in Applied Economics from the Wharton School at the University of Pennsylvania and is currently a member of the Wharton Undergraduate Executive Board.
Michael WolfeVice President of Engineering and Co-Founder
Michael is co-founder and Vice President of Engineering at Gladly. An experienced technology executive and entrepreneur, he has been a founder or first employee at five B2B software companies and has led over 20 major product development cycles. He’s addicted to the energy that comes from building a startup—and keeping the culture intact along the way. Before Gladly, he co-founded Vontu, an enterprise security software company that was acquired by Symantec in 2007. He then served as CTO of the Enterprise Product Group at Symantec. Michael was also a founding employee and VP of Engineering at Kana, the company that pioneered email for customer service. Michael is currently a portfolio advisor at Point Nine Capital and was previously an Entrepreneur-in-Residence at Benchmark Capital.
Michael received a B.S. and a M.S. in Computer Science at Stanford University. He has taught at Stanford University, and has lectured at Harvard, Dartmouth, ESADE (Barcelona), and St. Mary’s College of California business schools.
Dirk KesslerPrincipal Engineer and Co-Founder
Dirk is a co-founder of Gladly and brings deep technical expertise in application architecture, system scalability, integrations and data security.
Most of his development experiences involved building solutions for specific business problems. In contrast, he’s led the development of Gladly with consumer experience at the center and a goal to abstract away all of the product’s complexity from both customer service reps and customers. Prior to Gladly, he was a Entrepreneur-in-Residence at Greylock Partners where he helped incubate the company. He was the first engineer at Vontu, the leader in Data Loss Prevention, and led the development of Vontu’s Endpoint product line. When Vontu was acquired by Symantec, Dirk was promoted to Distinguished Engineer with tenure, joining an elite group of Symantec Engineers, and focused on data security as well as mergers and acquisitions. Dirk has also worked at Claris and FileMaker, subsidiaries of Apple.
Dirk graduated from the University of Victoria, Canada, with a B.S. in Computer Science. He holds a number of patents in the fields of mobile and data security.
Bruno BergherVice President Product and Design
Bruno is Vice President of Product and Design at Gladly. Hailing from sunny Rio De Janeiro, Bruno has fully ‘embraced the fog’ of San Francisco over the past 8+ years, where he’s designed for and led teams, at the likes of Google, Expa, and Lookout. While at Google, Bruno led the design of Youtube’s Community, connecting creators and their fans, and helping them reach deeper levels of engagement.
For Bruno, good design isn’t about being the flashiest object in the room; it’s about designing with empathy, which means having the willingness to explore and understand the needs, wants, and constraints of the user, and being deliberate when designing around them. It’s a philosophy that is embraced and championed at Gladly, as we try to bring more empathy and a deeper connection between companies, agents, and the customers they interact with.
When he’s not designing things at Gladly, Bruno writes about it on Medium, and dabbles in generative art on Instagram and Ello.
Bruno holds a B.A. in Graphic Design from Pontifícia Universidade Católica do Rio de Janeiro, and lives in San Francisco with the two very special women in his life: his wife and 2-year old daughter.
Margie Mader-ClarkVice President People
Margie Mader-Clark is Vice President of everything people at Gladly. Margie has been a people department executive for 20+ years at companies large and small, including Nextdoor, Lookout, Coupons.com (now Quotient), Hyperion and Netscape. Her focus is growing companies through people performance, and she is certified in numerous leadership methodologies and practices. Margie met the Gladly founders at Vontu where she was the VP of Human Resources.
Margie's passion for people-centered cultures is a great fit with Gladly's passion for people-centered products and she has successfully scaled companies again and again. Fun fact about Margie is that she is also an accomplished author - you can find her work available for purchase on Amazon. In keeping with Gladly's “whole person” employment philosophy, when Margie is not at work, she's most likely in a basketball gym watching her son's hoops games, or cooking recipes way beyond her skill set.
Margie has a B.A. in English from the finest university in the land, the University of California at Berkeley.
Mike McCarronVice President Sales
Mike is Vice President of Sales at Gladly. Before joining Gladly, he was an early member of the executive team at MobileIron, a pioneer in the enterprise mobility market, where he grew the Customer Success team from 2 to 125 members.
He sees his role as helping teams—particularly ones at rapidly growing firms—leverage innovative tools, solutions and capabilities to both scale productively and deliver a great experience. Efficient scaling and customer experience excellence, he believes, are the main determinants of a company’s success.
With a strong technical background and over 15 years of hands-on implementation experience at companies including Vontu, Symantec, Connectify (acquired by Kana), Kana and Booz Allen Hamilton, Mike brings the right combination of leadership and experience to deliver a legendary customer experience.
Mike graduated from Bucknell University with a B.A. in Economics.
Todd RakowVP of Finance & Operations
Todd Rakow is Vice President of Finance and Operations at Gladly. Prior to Gladly, he co-founded Kanjoya, Inc. an HR tech company that was acquired by Ultimate Software in 2016. Todd brings vast experience across the SAAS-operations spectrum, having led enterprise-wide corporate strategy efforts at PayPal and Fidelity Investments, run finance and ops at Kanjoya, and driven corporate development initiatives at Ultimate Software using his perspective as an operator and entrepreneur.
Todd believes finance and ops teams exist to serve the needs of the business, ensure operational rigor and drive the understanding of company performance, past, present and future. While financial management is a science, and as fun as counting beans is, Todd strives to bring levity and creativity to the many operational challenges startups face as they scale.
Todd earned his B.S. from Purdue University and MBA from MIT Sloan School of Management
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. We’re proud to be assembling a world-class team with diverse backgrounds, perspectives, and experiences. We know that for you to be your most successful, we need to nurture a culture of inclusiveness, fulfillment, and balance.
Focus relentlessly on the customer.
Meeting our customers’ expectations is the bare minimum—we want to satisfy their wildest dreams and aspirations. We take their goals to heart and work tirelessly to transform them into even greater successes.
Be humble, be hungry.
Humility means we take the high road at all costs, and we are enormously honored to work with our customers. We are never afraid to admit mistakes and to make them right. We’re fueled by success and driven to achieve amazing results.
Always be learning.
No one’s personal best is behind them. At Gladly, we encourage everyone to seek and share feedback, take calculated risks and learn from their mistakes. We’re getting better all the time. And we’re sharing some of our learnings in our new engineering insights blog.
When our people feel ownership, our customers’ triumphs become our triumphs. We applaud initiative and value leadership, but also believe no one is above emptying the dishwasher.
There is no such thing as over-communication. With full knowledge, our people make better decisions. And with an open and transparent culture, collaboration becomes a lifestyle, and everybody has a voice.