Professional Services Leader
Posted on 3/25/2024
Glia

201-500 employees

Unified platform for digital customer service interactions
Company Overview
Glia stands out as a leader in the customer service industry with its unique ChannelLess™ Architecture, which allows businesses to seamlessly shift between digital customer service, traditional call centers, and automation, thereby driving revenue, efficiency, and customer loyalty. The company's proven success is demonstrated by its partnerships with over 400 financial institutions globally, enhancing their customer experience and business outcomes. The increasing preference for remote service among customers, as noted by the Regional Director of Operations for OneMain Financial, further underscores Glia's relevance and effectiveness in today's digital age.
AI & Machine Learning
Fintech

Company Stage

Series D

Total Funding

$152M

Founded

2012

Headquarters

New York, New York

Growth & Insights
Headcount

6 month growth

0%

1 year growth

12%

2 year growth

56%
Locations
Remote in USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Sales
Communications
CategoriesNew
IT Consulting
Management Consulting
Consulting
Requirements
  • 10+ years leading a team of technical resources in dynamic customer facing environment
  • 5+ years experience as a project manager or in a technical role delivering solutions to enterprise customers
  • Proven track record of growing teams and establishing processes at high-growth B2B SaaS companies.
  • Significant experience partnering with an ecosystem of service partners to ensure customer success
  • Demonstrated ability to drive operational excellence within a services business, including project reporting, customer satisfaction, risk management, and customer handovers.
  • Comfortable engaging with C-suite executives (CIO, CTO) on complex customer projects and leading decision-making processes.
  • Excellent written and verbal communication skills
  • Experience with financial services and/or contact center solutions is a plus
  • MBA / Consulting experience is a plus
Responsibilities
  • Customer-facing oversight of scoping and delivering technical solutions
  • Design a professional services model that will scale as Glia continues its hyper-growth and expansion into new solution categories and/or industries
  • Own the design, pricing, packaging and solution definition of new service offerings
  • Develop, refine, and optimize our services methodologies and processes to ensure efficient and effective operations on a global scale.
  • Manage the global P&L for professional services
  • Collaborate closely with Sales on key deals to instill confidence in Glia's ability to deliver projects punctually, within budget, and meeting scope requirements.
  • Refine Glia’s approach to demand forecasting and capacity planning to ensure appropriate staffing levels to meet the demands of a growing business
  • Design and administer a leading Customer Experience (CX) program to build and inner loop and outer loop process for driving change for Glia customers
  • Establish a close relationship with the Product organization to ensure (1) Professional Services readiness to deliver new and emerging technologies; and (2) customer feedback is being provided to Product leadership
  • Stay on the cutting edge to AI and automation best practices to ensure Glia’s AI /Automation Advisory services can enable customers to responsibly rely on AI
  • Cultivate a culture that reflects Glia’s core values.
  • Manage the creation of individual contributor role matrices detailing experience and skill expectations for progression through the levels
  • Ensure consistent development of all employees within the organization with a particular focus on working with managers
  • Partner with cross-functional teams to ensure (1) solution adoption; (2) value realization; and (3) customer renewal and expansion