Full-Time
Launch Manager
Unified platform for digital customer service interactions
Mid, Senior
Canada + 1 more
- 4 - 7 years of experience managing implementations for SaaS or Enterprise clients
- Proven ability to coordinate multiple Client-facing projects simultaneously
- Experience collaborating across multiple teams including Sales, Product, Customer Success, and Development to ensure completion of deliverables
- A team player attitude with strong presentation skills, self-confidence, and enthusiasm
- Curious by nature, enthusiastic problem solver, capable of meeting challenges in an efficient but also scalable way
- Strong project management skills
- Excellent written, oral, and social interpersonal skills across multiple audiences and methods
- Highly collaborative and flexible
- Growth mindset with a natural curiosity about technology
- Oversee a portfolio of projects for clients across the complete lifecycle from the Sales hand-off to launch
- Manage client expectations gracefully while driving product adoption
- Comfortably serve as the consultant, application configuration expert and project manager while keeping internal and external teams engaged and informed
- Create and manage project artifacts (e.g., project schedules, communication plans, test plans, risk mitigation plans, and other project management and planning documents) according to the requirements and needs of each client
- Track both business and technical deliverables across Client and internal teams
- Keep key stakeholders informed of statuses and changes and escalate issues or misalignments throughout the business as necessary
- Confidently train Clients'' support operator teams on configuration and assist in more strategic configuration trainings
- Define and recommend processes and procedures to facilitate better service delivery to Clients
- Experience working in or with Contact Centers
- Experience training end-users on systems
- Domain of Service Desk / Ticketing Systems (e.g., JIRA, ServiceNow)
- Experience within the Financial Services, Insurance, or Healthcare Industries
- A project management credential or related professional course work
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.
Company Stage
Series D
Total Funding
$152.3M
Headquarters
New York, New York
Founded
2012