Full-Time

Technical Account Manager

Canada

Posted on 9/23/2024

Glia

Glia

201-500 employees

Digital customer service solutions for banks

AI & Machine Learning
Financial Services

Mid

Remote in Canada

Category
Customer Success Management
Sales & Account Management
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 tailored solutions that help 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

Growth & Insights
Headcount

6 month growth

0%

1 year growth

-2%

2 year growth

0%
Simplify Jobs

Simplify's Take

What believers are saying

  • Increased demand for AI-driven customer service in the financial sector.
  • Growing trend of integrating AI with customer service platforms.
  • Expansion of digital banking services boosts demand for Glia's solutions.

What critics are saying

  • Rapid AI adoption could lead to increased competition from new entrants.
  • Financial institutions may develop in-house digital customer service solutions.
  • Increasing regulatory scrutiny on AI and data privacy could raise compliance costs.

What makes Glia unique

  • Glia's ChannelLess® architecture allows seamless transitions between communication channels.
  • Quality AnalystGPT provides real-time insights into customer needs and trends.
  • Glia's AI-driven solutions enhance customer experience and operational efficiency.

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Benefits

Stock Options

Professional Development Budget

INACTIVE