Senior Technical Account Manager

Overview

As a  Senior Technical Account Manager at Glia, you will play a key role in ensuring the success and satisfaction of our clients by collaborating with Customer Success Managers and Solutions Architects. This role involves working closely with both external and internal stakeholders as the primary technical resource for your clients, you will drive platform utilization and technical optimization.

Responsibilities

• 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.

Technologies You’ll Work With

• Jira, QuickSight, Salesforce
• Web Technologies (e.g., REST APIs, WebRTC, Web Sockets)
• Mobile Technologies (e.g., Swift, Java, Kotlin)
• SIP  and Media Streaming Technologies

Requirements

• 7+ years of experience in technical consulting, technical account management 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

Benefits

• Competitive salary and stock options
• Professional development support (trainings, courses, conferences, books, etc)
• Access to all the latest tools and equipment you’ll need 
• Sports compensation, reimbursement for therapy, counseling sessions
• Team events: annual employee awards, internal hackathons, and a dozen cool events from cooking to the Glia olympic games :)
• Diversity: 25 countries represented