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 USA
- 4+ 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
- 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.
- 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 suite of tools includes messaging, video, voice, and CoBrowsing, which allows customer service agents to interact with a customer's web browser in real-time. This technology enables financial institutions to engage with customers across various 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 financial services sector, offering a tailored platform that helps institutions modernize their customer interactions and increase online loan applications. By providing these services, Glia aims to help financial institutions deliver personalized support and boost customer retention.
Company Stage
Series D
Total Funding
$147.8M
Headquarters
New York City, New York
Founded
2012
6 month growth
↑ 0%1 year growth
↓ -2%2 year growth
↑ 0%
Simplify's Take
What believers are saying
- Growing demand for AI-driven customer service tools boosts Glia's market potential.
- Partnerships with firms like FCCI Insurance enhance Glia's integration with existing platforms.
- Experienced leaders like Ray Hicken and Michael Tessler drive strategic growth and innovation.
What critics are saying
- Emerging competitors offering similar features at lower costs threaten Glia's market share.
- Rapid AI advancements may lead to customer expectations outpacing Glia's offerings.
- Data privacy concerns and regulatory scrutiny could impact Glia's operations and client trust.
What makes Glia unique
- Glia offers a seamless transition between digital communication channels for customer service.
- The company provides AI-driven tools like Quality AnalystGPT for real-time customer insights.
- Glia's ChannelLess® architecture unifies digital, voice, and AI interactions on one platform.
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Professional Development Budget