Full-Time
Technical Account Manager
Confirmed live in the last 24 hours
Glia
201-500 employees
Digital customer service solutions for banks
Senior
Remote in Canada
- 5+ years of experience in technical consulting, technical account management, solutions architecture, or other similar client-facing technical role
- Expertise in Contact Center as a Service (CCaaS) solutions and SIP
- Strong understanding of software and front-end development concepts
- Proven problem-solving skills with the ability to prioritize tasks effectively
- Excellent communication skills, both verbal and written
- Ability to articulate technical concepts to non-technical executive audiences
- Bachelor’s degree in a relevant field
- Partner with the Account Team to meet renewal and growth objectives by promoting the adoption and expansion of key platform features.
- Collaborate with Customer Success Managers (CSMs) and Solutions Architects (SAs) to align priorities and achieve customer goals.
- Offer proactive guidance to preempt and resolve technical issues, leading efforts in troubleshooting complex problems
- Recommends and implements new routing strategies, business rules, and systems configurations
- Analyzes volumes and abandonment to identify areas for improvement in agent productivity and efficiency
- Review the configuration and accuracy of reporting dashboards and metrics
- Implements monitoring and alerts to detect risks related to downtime, performance degradation, or security
- Develop a thorough understanding of customers' technical environments and build strong relationships with their IT teams to extend the reach of Glia’s solutions.
- Monitor integrity and reliability of integrations with external systems (e.g., CRM, IVR, WFM)
- Review access controls, user permissions, and security configurations
- Assist customers with other technical issues
- Contribute to the continuous improvement of Glia’s products and processes by identifying enhancement opportunities and gathering customer feedback.
Glia provides digital customer service solutions specifically designed for financial institutions like banks and credit unions. Their platform includes various tools such as messaging, video, voice, and CoBrowsing, which allows customer service agents to see and interact with a customer's web browser in real-time. This technology enables financial institutions to engage with customers across multiple digital channels, allowing seamless transitions between chat, video calls, and voice calls without losing context. Glia's goal is to enhance customer service efficiency and user experience, ultimately improving customer satisfaction and loyalty. Unlike competitors, Glia focuses on the unique needs of the financial services sector, offering a comprehensive suite of tools that help institutions modernize their customer interactions and increase online engagement. By providing these services, Glia aims to help financial institutions boost online loan applications and retain customers.
Company Stage
Series D
Total Funding
$147.8M
Headquarters
New York City, New York
Founded
2012
6 month growth
↓ -2%1 year growth
↓ -4%2 year growth
↑ 7%
Simplify's Take
What believers are saying
- Strategic partnerships, such as with NCR Voyix, enhance Glia's market reach and integration capabilities, making it a more attractive employer.
- Recognition as a 'Best Place to Work in FinTech' for three consecutive years highlights a positive work environment and strong company culture.
- The launch of Glia Cortex demonstrates the company's commitment to innovation, providing employees with opportunities to work on cutting-edge AI technologies.
What critics are saying
- The competitive landscape in digital customer service is intense, with new entrants like Zingly potentially disrupting the market.
- Dependence on financial institutions means that economic downturns affecting this sector could directly impact Glia's business.
What makes Glia unique
- Glia's ChannelLess™ Architecture allows seamless transitions between communication channels, setting it apart from competitors who often offer siloed solutions.
- The company's focus on financial institutions enables it to tailor its digital customer service tools specifically for the unique needs of banks and credit unions.
- Glia's Responsible AI platform, Glia Cortex, is purpose-built for financial services, addressing industry-specific concerns around safety, privacy, and compliance.
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