Full-Time
Senior Technical Account Manager
Confirmed live in the last 24 hours
Glia
201-500 employees
Digital customer service solutions for banks
AI & Machine Learning
Financial Services
Senior, Expert
Remote in USA
Category
Customer Success Management
Sales & Account Management
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
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.
Glia offers digital customer service solutions for financial institutions like banks and credit unions. Their platform includes tools such as messaging, video, voice, and CoBrowsing, allowing seamless transitions between different communication channels. This focus on the financial sector helps institutions enhance customer interactions and satisfaction. Glia's goal is to modernize customer service operations, making them more efficient and user-friendly.
Company Stage
Series D
Total Funding
$147.8M
Headquarters
New York City, New York
Founded
2012
Growth & Insights
Headcount
6 month growth
↑ 1%1 year growth
↓ -3%2 year growth
↑ 5%
Simplify's Take
What believers are saying
- Glia's AI innovations, like Quality AnalystGPT, provide real-time insights into customer needs.
- Partnerships with over 300 financial institutions enhance Glia's market reach and credibility.
- Glia's 351% revenue growth highlights its strong market position and innovative solutions.
What critics are saying
- Rapid AI development could lead to increased competition from new market entrants.
- Stricter data privacy regulations may impact Glia's operations and increase compliance costs.
- Economic downturns in the financial sector could directly affect Glia's revenue streams.
What makes Glia unique
- Glia offers a seamless transition between digital communication channels, enhancing customer experience.
- The company's ChannelLess® architecture integrates AI, voice, and digital capabilities for financial institutions.
- Glia's CoBrowsing feature allows real-time interaction with customers' web browsers, improving support.
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