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
- 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 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 unique needs of the financial services sector, offering a comprehensive suite of tools that help institutions modernize their customer interactions and increase online engagement. By providing these services, Glia aims to help financial institutions boost online loan applications and retain customers.
Company Stage
Series D
Total Funding
$147.8M
Headquarters
New York City, New York
Founded
2012
6 month growth
↑ 0%1 year growth
↓ -4%2 year growth
↑ 5%
Simplify's Take
What believers are saying
- Increased demand for AI-driven customer service in the financial sector.
- Expansion of digital banking services presents market penetration opportunities for Glia.
- Rising importance of omnichannel strategies aligns with Glia's offerings.
What critics are saying
- Emerging platforms offering similar features at lower costs could erode market share.
- Rapid technological advancements may require significant investment to keep up.
- Potential data privacy concerns could impact operations and client trust.
What makes Glia unique
- Glia's ChannelLess® architecture allows seamless transitions between communication channels.
- The company offers AI-driven solutions tailored for financial institutions.
- Glia's platform integrates digital and phone capabilities under a unified system.
Help us improve and share your feedback! Did you find this helpful?