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 Canada
You match the following Glia's candidate preferences
Employers are more likely to interview you if you match these preferences:
- 4+ years of experience in technical consulting, technical account management or other similar client-facing technical role
- Expertise in Contact Center as a Service (CCaaS) solutions and SIP is an advantage
- 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.
- Monitor integrity and reliability of integrations with external systems (e.g., CRM, IVR, WFM)
- Review access controls, user permissions, and security configurations
- Assist customers with other technical issues
- Contribute to the continuous improvement of Glia’s products and processes by identifying enhancement opportunities and gathering customer feedback.
Glia offers digital customer service solutions tailored for financial institutions like banks and credit unions. Their platform includes tools for messaging, video, voice, and CoBrowsing, allowing seamless transitions between different communication channels. This flexibility enhances customer interactions and satisfaction by reducing effort and improving support. Glia's goal is to help financial institutions modernize their customer service operations and increase online engagement.
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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Benefits
Stock Options
Professional Development Budget