Glia is looking for a leader for our Implementations (aka Launch Management) team to provide strategic vision and lead service delivery for Glia.

If you have what it takes to thrive in a fast-paced, dynamic fast-growth startup, keep reading!

The Role 

This individual will manage a team of Launch Managers that are focused on providing technical guidance to customers as they create deeper integrations between Glia and their existing platforms. They will bring a wealth of experience leading global delivery organizations at high-growth SaaS companies, establishing and harmonizing the ways partners work together, and building and developing world-class teams. The Launch Management function partners closely with Sales, Customer Success, Client Engineering, and Solution Architecture to launch customer programs - always looking to improve time-to-value, customer satisfaction, productivity, and efficiency of the operation through scalable processes and improved methodology.

What You’ll Do

• Oversee customer-facing implementation, onboarding, and technical projects
• Partner cross-functionally with leaders in sales and customers success to position and explain the value of Glia’s implementation methodology 
• Manage the status, reporting, staffing, and issue resolution of projects to ensure services are delivered and completed efficiently 
• Manage project resources and assignments to ensure a high standard of delivery across the portfolio 
• Implement and revise the development, evolution, and optimization of our services methodologies and processes
• Manage a team of Glia employees and attend to their individual developmental needs, including but not limited to personalized development plans
• Create individual contributor and team-wide metrics, goals, and KPIs to report to the executive team 
• Partner with people operations to detail experience and skill expectations for progression through the levels
• Manage the identification, hiring, and onboarding of Launch Managers and other roles as necessary

Requirements 

• B2B Enterprise SaaS experience - REQUIRED 
• 4+ years of experience leading a team of technical and non-technical resources in a fast moving customer facing environment
• Experience building working relationships with ecosystem partners
• Experience leading large and remote teams
• A track record of successfully leading the delivery of enterprise technology projects for multiple clients/customers
• A track record of enabling, managing, and enforcing operational excellence within a services business including project reporting, customer satisfaction, risk management, and customer handovers
• Comfortable dealing with Exec level (CIO, CTO) on complex customer projects and leading decision processes.
• Consulting services experience working with strong matrix management skills and the ability to work collaboratively
• Excellent written and verbal communication skills

Bonus Experience!

• 3+ years experience as a project manager or in a technical role delivering solutions to enterprise customers
• Technical skills and experience including:
  
  • SaaS deployments
  • Knowledge of web-based languages such as HTML, CSS, and JS
  • Working understanding of APIs
• Experience with contact center solutions is a plus