Simplify Logo

Full-Time

Technical Account Manager

Canada

Updated on 9/7/2024

Glia

Glia

201-500 employees

Digital customer service solutions for banks

Consulting
Fintech
AI & Machine Learning

Mid

Remote in Canada

Category
Customer Success Management
Sales & Account Management
Required Skills
Communications
Requirements
  • 3+ years of experience in technical consulting or technical account management roles.
  • Bachelor’s degree in a relevant field.
  • 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 audiences.
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 on priorities and achieve customer goals.
  • Offer proactive guidance to preempt and resolve technical issues, leading efforts in troubleshooting complex problems.
  • Develop a thorough understanding of customers' technical environments and build strong relationships with their IT teams to extend the reach of Glia’s solutions.
  • Identify and address potential risks and opportunities within accounts to improve or expand service offerings.
  • Assist customers with technical issues, including outages, root cause analysis, and complex problem resolution.
  • 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 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 financial services sector, offering a tailored service that helps institutions modernize their customer interactions and increase online loan applications. By providing these tools as a service, Glia aims to help financial institutions deliver personalized support and boost customer retention.

Company Stage

Series D

Total Funding

$152.3M

Headquarters

New York City, New York

Founded

2012

Growth & Insights
Headcount

6 month growth

-2%

1 year growth

-2%

2 year growth

11%
Simplify Jobs

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.